We are seeking a highly analytical and technically proficient Subject Matter Expert (SME) to lead the performance management function for our customers’ complex MPLS core and Internet Gateway (IGW) networks. This role is central to ensuring optimal network performance, capacity management, and service quality within our large-scale managed services environment. You will be the primary expert on dedicated performance management platforms (SevOne, UPM), leveraging your deep analytical skills and automation capabilities (Excel, Python, RPA) to transform raw network data into actionable insights, driving continuous improvement and supporting superior customer experience.
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Key Responsibilities:
- Platform Expertise & Management: Serve as the technical owner and primary expert for SevOne and UPM performance management systems. Manage and develop custom monitoring templates, dashboards, and alerts tailored to MPLS and IGW services.
- Performance Analysis & Reporting: Continuously monitor and analyze network performance KPIs across MPLS and IGW domains.
- Insight Generation & Optimization: Perform deep-dive investigations into performance anomalies to improve network performance.
- Data Automation & Efficiency: Develop and implement robust automation for data extraction, manipulation, and reporting.
- Reporting & Visualization: Design and present insightful performance reports and dashboards using various tools.
- CEM Integration: Correlate network performance metrics with Customer Experience Management (CEM) data.
- Cross-functional Collaboration: Work closely with various teams to provide critical performance data and insights.
- Tool & Technology Advancement: Stay abreast of new features and capabilities within relevant analytics/automation tools.
Required Qualifications & Experience:
- Education: Bachelor's or Master's degree in Telecommunications Engineering, Computer Science, Data Science, Statistics, or a related technical field.
- Experience: 3-5 years of proven hands-on experience with SevOne and UPM in a large-scale network environment, as well as advanced Microsoft Excel skills and automation experience.
- Skills: Strong analytical and problem-solving skills; understanding of MPLS and IGW technologies; experience in a Telecommunications Service Provider or complex Managed Services environment.
Language Requirements:
- Fluency in English (written and verbal).
Desired Skills & Attributes:
- Experience with Customer Experience Management (CEM) platforms.
- Proficiency in Business Intelligence tools like MicroStrategy, Tableau, or Power BI.
- Strong Python programming skills for data analysis and automation.
- Familiarity with Robotic Process Automation (RPA) tools.
- Understanding of ITIL processes and relevant industry certifications.
Other Attributes:
- Excellent communication skills with the ability to convey complex findings clearly.
- Proactive attitude with meticulous attention to detail.
