Description :
Grade Level: L2
Location: Lahore
Last date to apply: Dec 24th, 2022
What is Expert NOC Performance Management?
Expert NOC Performance Management is responsible for escalation of all performance incidents in real-time having severity in Critical, Major, or Minor categories. And to aggressively follow domain owners in an event of degradation or outage.
The role reports directly to the Manager NOC SQM & Automation Support with an extended team of 12 team members.
What does Expert NOC Performance Management do?
- 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, Telecommunication) with 2 – 5 Years of relevant Experience
- Sound knowledge of modern ICT Networks based on NFVs and SDN.
- Understanding of Core entities (MSX - SSPs, SPS, IMS, HLR/HSS, SBC, S-GW, P-GW, MME etc); their standards, working protocols and their roles in Call/SMS/Data flows over 2G/3G/4G/EPS Networks.
- Preferably have good understanding of Service Level monitoring
- Good learning aptitude
- Equipped with problem solving and analytical skills
- Ability to work under pressure
- Willing to work at office 24*7 in rotating shifts
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 75 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.
