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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Responsibilities
- Conduct regular network & services performance audits, including software levels, devices, etc., and KPIs/QKIs checks, conducting routine field drive test measurements to detect deteriorations in technology-related 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 escalate 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 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.
Requirements
- A minimum of 8 years of relevant experience with at least 3 - 4 years of experience in a similar role.
- Prior experience in managing technology or service operations in a Telecom organization, with experience in managing operations internally and with vendors/MSP.
- Prior experience in technology operations processes design and implementation.
- Bachelor’s Degree in Business Administration or Engineering.
- Master’s Degree in Business Administration or Engineering.
