Location : Lahore, Pakistan

Team : Technology

Description :

Grade: L1
Last Date to Apply: 26th March 2020
 
To continue and change the lives of our 60 million customers. We’re a world-class organization and have assembled the right team to begin scaling aggressively. This is an opportunity for someone who wants to be part of something big and transformative, someone who will play a critical role in driving our success.
 
What the first 30-60-90 days in the job will look like?
 
-Within 30 days you will:
Attend and graduate from our company-wide on-boarding process along with a detailed orientation program where you will learn Jazz’s values, business, and products. Meet with the People & Organization team to understand the strategy of the function in line with Organization strategy and company road map. Have meetings, with members of other teams to understand how each function at Jazz contributes to the overall success. Understand the function and processes of the Back Office operations department within the technical domain, role, and responsibilities of the team within the organization.
 
-Within 60 days, you will:
Introduction of complete Jazz RAN network, getting familiar with performance management tools also go through customer complaint-handling processes. Understanding of detailed network architecture, nodes, and stakeholders.  Develop a concrete understanding of the RAN network, all relevant KPIs and KQIs. Go through all the MOPs & SOPs of end-to-end performance management and customer complaint-handling.
 
-Within 90 days to onwards you will:
Develop thorough competency on all RAN network products and process flows of the performance management team. Be able to perform detailed troubleshooting using raw counters, alarms, performance trends, nationwide complaints audit and correlation of network alarms with KPIs for righteous resolution of customer issues as well. Continuously review and bring improvements to the Jazz technology and development framework and craft innovative solutions as per global best practices.

Job description includes:
The candidate would be required to handle day-to-day network operations of Jazz RAN Performance and Trouble Ticketing Team.
This will include real time performance management, trouble-shooting, fault isolation of CS/PS RAN network issues.
Escalate the 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 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 degradations.
Comply with all the departmental Standard Operating Procedures (SOPs) during the execution of tasks and carrying out all job-related duties.
Preparation of the benchmark reports during major events like Eid etc.
Defining/managing Custom Counters & thresholds
The candidate must be willing to work 16*7 (Morning and evening) shifts
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.
Have sound knowledge of all radio access network technologies i-e GSM, UMTS, LTE as well as ample knowledge of MS-Office.
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.
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.
Have good analytical as well as communication skills to take up the issues rightly with backend technology teams like field operations, Vendors, internal NOC L2 teams, planning, optimization and rollout teams and ensure rectification of issue within defined SLA
 
A bit about you:
We are looking for someone who has already worked for a reputed Telecom operator or a vendor with a hands-on experience of RAN network. Must have a good command of end-to-end cellular flows and an in-depth understanding of all KPIs. We are also looking for someone who has excellent communication & leadership skills to be able to promote the department and technology portfolio with professionalism, maturity, and a balanced, holistic view of any competing viewpoints and last but not the least, the candidate must be a good team player. Should not have any concerns working in shifts round the clock and if required on holidays (including public holidays) as an emergency resource.
 
 A bit about us:
The Network Operations Center includes end to end technology Supervisioning and Performance Management, mainly focused on new technologies deployment, network integrations (Mobilink ~ Warid consolidation), keeping network fault free and up to date. Furthermore, customer complaints (commercial & corporate) are being handled by this department. We are focused towards aligning learning and contribute to business effectively while aligning their behaviors to Jazz values.
 
The structure of the team you will join is:
You will be reporting to manager NOC back office operations. NOC back office operations has 17-member team (including the Manager) with three sub-teams of (i) customer complaints management, (ii) performance management and (iii) network analytics. Main tasks include customer complaints handling (corporate & commercial), real-time performance management, identification of major performance issues and correlation with other domains of TXN and IP.
 
Desirable Skills:
·       Expertise in Radio Network Planning & Optimization.
·       Proficiency in data analysis.
·       Knowledge of scripting language like VBA and Python is a plus for process automations  
·       Should have a customer centric approach.
·       Must be good at multitasking.