VAS & IN QoS, Sr. Supervisor

Job Description

Purpose of the job
– Leading the VAS/IN QoS monitoring activities through the available tools and Dashboards focusing on SMS, MMS, short numbers, SDP, AIR, Orange Money, Portal and Mobile Apps. Besides, supporting the development of in-house tools to closely monitor the different VAS & IN KPIs (servers, licenses, service performance.)
– Following-up the team objectives to achieve the desired organization goals and ensure having a smooth customer journey. Inspiring & motivating team members to achieve the highest performance standards.
– Providing adequate reports to identify & analyze network performance in different areas and ensure resolution of network problems impacting customers efficiently & pro-actively.
– Developing team capabilities and resources to help maintaining highest network quality standards.

Duties and responsibilities
– Lead the VAS/IN QoS monitoring activities through the available tools and Dashboards focusing on SMS, short numbers, SDP, AIR, Orange Money, Portal and Mobile Apps.
– Monitor, analyze, recommend solutions and follow up any network related problems in VAS/IN network areas.
– Provide regular KPI health check of VAS/IN network nodes.
– Do periodic services monitoring using active testing robots to detect the problems faced by customers by simulating a similar journey across the different touch points (Portal, My Orange, Orange Money).
– Provide support to live actions for other teams to evaluate general action impact on E2E network performance, to ensure service levels are maintained and react to any problem that may occur during action.
– Proactively work on emergent QoS issues and cross-domain bottlenecks that could affect future performance. (ex: new commercial offers and promotions impacting the charging node Ex: Ramadan offers.
– Manage the development & creation of VAS/IN audit reports/dashboards for proactive monitoring and problems reporting to recommend solutions for concerned departments.
– Focus on problems/complaints concerned with high revenue domains (International, VIP, roaming).
– Manage the creation of Audit reports highlighting major problems and service interruption with causes of poor network performance to ensure having a pro-active problem-solving approach.
– Fill the gaps between the different technology teams and act as a liaison between them to reach the best E2E customer journey.
– Interface with commercial/Digital teams providing guidance & directing their investments & strategy regarding competition activities voice, services & data identifying the areas of strength/weakness.
– Identify subordinates’ development needs and set personal development plan including required relevant trainings & on-job coaching.
– Motivate, coach and mentor team members to inspire and maintain their high performance and ignite their skills.