Sr. Supervisor, Mobile Voice QoS & CEM

Job Description

<p><strong>Purpose of the Job</strong></p><p>Providing, supporting and analyzing quality of service and customer experience management domains covered by the QoS team.</p><p><strong>Duties and Responsibilities</strong></p><p>1. Troubleshoot signaling related problems for CS core interfaces IuCS, A,MAP and all roaming interfaces etc</p><p>2. Responsible for the end to end CS core services dashboards for accessibility, retain ability and performance KPIs</p><p>3. Troubleshoot A, MAP, BIIC, and SIP protocols problems.</p><p>4. Audit CS core service and mobility problems such as LAC update failures and relocation failures to address configuration inconsistency between core configuration and engineering design.</p><p>5. Act as level 2 support for all technical operations teams in voice services.</p><p>6. Study and test new network features that aim to enhance customer experience in both accessibility and retainability</p><p>7. Follow up on opened cases with operations and engineering teams to ensure proper problem resolution</p><p>8. Handle VIP, corporate and complex data services complaints cases.</p><p>9. Perform regular subjective benchmarking campaigns to compare our network performance and KPIs with competitors KPIs.</p><p>10. Respond to the regulator audit report specifically in the packet core related part.</p><p>11. Design and implement alarms that highlight service level violations.</p><p>12. Research new indices that represent customer experience using different Orange services and add it to the CEM dashboards.</p><p>13. Create hyprid KPIs from different network elements and interfaces to provide a 360 customer experience overview.</p><p>14. Develop new KPIs based on non-technical network interfaces such as billing KPIs, CRM KPIs and marketing oriented KPIs.</p><p>15. Maintain and upgrade corporate and VIP dedicated reports with customized service level agreements and specific KPIs monitoring based on the purchased service.</p><p>16. Design tapping and probing scenarios for capturing new signaling points or expanding current implementation.</p><p>17. Assign maintenance tasks to the team technician in case of system failures.</p><p>18. Responsible for the configuration scripts used to properly configure the output of probing systems to be aligned with actual network configuration.</p><p>19. Ensure proper escalation of QoS systems problems to the respective suppliers issue PO requests for new systems or upgrades after reviewing with department manager.</p><p>20. Perform regular daily checks for Voice services, troubleshoot and report detected issues.</p><p><strong>Job Specification</strong></p><p><strong>Education</strong></p><p>1. University degree, Faculty of Engineering Communication systems engineering</p><p><strong>Experience</strong></p><p>1. 5 to 8 years of experience in telecommunications field in an analytical troubleshooting position preferable in the following fields; GSM, DCS, GPRS, data or similar systems.</p><p>2. Basic to Intermediate knowledge in network GSM/UMTS protocols analysis.</p><p>3. Basic to Intermediate knowledge of Mobile network architecture</p><p><strong>Skills and abilities</strong></p><p>1. Very good English both written and spoken.</p><p>2. Very good computer skills.</p><p>3. Good Analytical skills</p><p>4. Good presentation skills.</p><p>5. Self-motivated.</p><p><strong>Skills and abilities:</strong></p><ol><li>Knowledge of mobile core network interfaces (SS7, SIGTRAN, IuCS, SGs , IMS)</li><li>Knowledge signaling call flow for protocols such as SIP, DIAMETER, BICC , ISUP, MAP, CAP, RANAP , SGsAP, BSSAP</li><li>Experience in analytics and BI tools such as Qlikview,MicroStrategy, Tableau, PowerBI would be a plus</li><li>Knowledge of probes and CEM systems (Polystar, Netscout , Exfo , Hauwei SmartCare) would be a plus</li><li>Innovative self-developing mindset.</li><li>Excellent computer skills.</li><li>Very good English both written &amp; spoken.</li></ol><p></p>