About
The role holder is responsible for conducting regular network & services performance audits, including root-cause analysis of service deteriorations, and preparing proposals for quality and service improvement. They ensure adherence to best practices, manage vendors/MSPs, and coordinate with stakeholders for optimization actions and performance enhancements.
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Core Responsibilities
- Conduct regular network & services performance audits, including software levels, devices, and KPIs/QKIs checks, conducting routine field drive test measurements to detect deteriorations in technology-related customer experience (CEx) and service performance trends.
- Conduct root-cause analysis on identified service performance deteriorations, identifying potential improvement opportunities, and preparing proposals and recommendations for network quality and service improvement.
- Ensure sharing potential improvement opportunities and escalating cases with relevant stakeholders for implementation, following up with respective departments on the corrective or optimization actions and recommendations.
- Ensure adherence to global best practices and standards for end-to-end (E2E) network & service optimization, governing E2E optimization by controlling & supervising MSP operational activities and deliverables.
- Manage vendors/MSPs by having periodic reviews to ensure compliance, deliverable quality, timeliness, and performance, setting up and implementing adequate governance and process interfaces for managing performance trends and implementing corrective actions.
- Manage network resources efficiently for the best customer experience through automation and cognitive self-organizing network (SON) solutions.
- Report spectrum interference cases and overspills to the CST.
Requirements
- A minimum of 8 years of relevant experience with at least 3-4 years of experience in a similar role.
- Preferred prior experience in managing technology or service operations in a Telecom organization with experience in managing operations internally and with vendors/MSPs.
- Preferred prior experience in technology operations processes design and implementation.
Education
- Bachelor’s Degree in Business Administration or Engineering
- Master’s Degree in Business Administration or Engineering
- Additional Education Certifications
Location
SA, SA
