Specialist/Expert NOC Service Quality & Experience Monitoring-Proactive Pipeline

Please note this is a proactive pipeline. We are maintaining an active talent pool for future job openings.

Grade Level: L1/L2

Location: Islamabad

What is NOC Service Quality & Experience Monitoring?

This position is responsible for monitoring of Radio Network Performance via EMS / SmartCare / CEM Tools and engaging domain owners for resolution of underlying performance Issues.

The role reports directly to the Stream Head - NOC • Technology with an extended team of 12 members.

What does NOC Service Quality & Experience Monitoring do - RAN?

• Near-to-Realtime monitoring of Network KPIs and engagement with concerned teams for resolution of identified problem areas.
• Service Quality & Experience Monitoring – Close to Realtime monitoring of Service Level Quality Indicators (KQIs) and Customer Experience Monitoring (CEM) via SmartCare for proactive identification of underlying problems causing adverse customer experience.
• Customer Complaints – First interface for access network related complaints between CX & Technology Teams including analysis & resolution of complaints for all customer segments and coordination within and outside technology.
• Escalate network performance issues to peer teams and technical management in a timely manner according to strict SLAs.
• To conduct routine performance audits of CS/PS RAN domains KPIs/KQIs and escalate abnormalities to concerned departments for permanent fix.
• Effective coordination with Level-II teams for root-cause analysis (RCA Report).
• Perform post activity analysis and highlight KPIs/KQIs degradations.
• Comply with all the department level Standard Operating Procedures (SOPs) during the execution of tasks and carrying out all job-related duties.
• Preparation of benchmark reports during major events like Eid etc.
• Defining/managing customer counters & their alert triggering thresholds.
• To conduct technical analysis of the incoming customer complaints and to initiate necessary investigations by making use of in-house knowledge and experiences as per agreed defined SLA’s with stake holders.
• Conduct in-depth CS/PS RAN KPIs analysis of all reported customer complaints that could be from any RAN technology and ensure routing of issues in pertinent domain.
• Communicate courtly with the complainant where essential to get profound insight of the issues encountered.
• Correlate degradations of services with network incidents, alarms and KPIs / KQIs while referring to concerned team for rectification.
• Coordinate closely on pending issues within technology teams and in parallel update commercial teams with the developments.
• Execute robust follow ups on corporate complaints to avoid any delay and close coordination with business sales division and key account managers to keep them updated regarding complaint status.
• Have substantial understanding of Radio parameters to analyse reports accurately and state essential part to commercial teams.
• Work under pressure and complete special projects within given deadlines.
• Understanding of on SOC (Service Operations Centre) and CEM (Customer Experience Management) Operations in an integrated environment.

What does NOC Service Quality & Experience Monitoring do - CORE?

• Handles routine tasks related to Core Network Performance and performs L-1 troubleshooting of customers complaints against SMS, Voice, IR, and Pool-data services.
• Monitors network performance in real-time to isolate faults in CS/PS/IN/VAS Networks.
• Monitors Service as well as Application level KQIs from SmartCare to gauge user experiences and corelates KPIs and KQIs in an event of degradation.
• Escalates network performance issues to peer teams and technical management in a timely manner according to agreed SLAs.
• Coordinates effectively with level-II teams for root-cause analysis (RCA).
• Performs on-demand audit of performance-alerts and their triggering thresholds.
• Performs post activity analysis and highlights degradations in KPIs/KQIs if any.
• Complies with department’s Standard Operating Procedures (SOPs) during the execution of tasks and carrying out all job-related duties.
• Special event reporting using advance analytical tools like Power BI to visualize KPIs on Eid etc.
• Analyses incoming customer complaints in accordance to handling MOPs and engages relevant ND teams where required.
• Conducts in-depth analysis of Core KPIs in case of bulk complaints reported from CC Helpdesk and engages relevant ND teams.
• Coordinates with the complaining customer where it’s necessary and performs H2H testing to get insights about the issue being faced.
• Correlates service degradation with network faults at Transport/IP layer or at Core nodes and shares degraded KPIs / KQIs while referring to concerned team for rectification.
• Coordinates closely on pending issues within technology teams and provides update to commercial teams in time.
• Handles pressure situations during outage scenarios.
• Meets deadlines on assigned tasks.
• Understands dynamics of SOC (Service Operations Centre) and CEM (Customer Experience Management) in an integrated environment.

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

Experience and Educational requirements

• BE (Electronics, Electrical, Telecoms),
• 2 – 5 Years of Relevant Experience
• Have sound knowledge of all radio access network technologies i.e. GERAN, UTRAN, e-UTRAN, LTE as well as ample knowledge of products in MS-Office suite.
• Preferably have good understanding of Service Level Network Monitoring.
• Learning Aptitude
• Problem Solver
• Team Player
• Ability to work under pressure
• Willing to work at office 24*7 in rotating shifts

Benefits

Why Join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our core values include qualities essential for a positive organizational culture - truthfully guiding entrepreneurial and innovative mindsets, harnessing professional and interpersonal collaboration, and fostering across-the-board customer-obsession.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.