Executive Field/Customer Operations

ARE YOU READY TO RISE WITH PTCL GROUP

With our unwavering #ReadyToRise mindset, we have been recognized as an award-winning

PLACE TO WORK in the Telecom and Technology sector in Pakistan.

We are not just industry leaders; we are redefining excellence with groundbreaking solutions. PTCL Group stands out in the technology industry with its commitment to high-end innovation and leading the way in delivering integrated ICT and Cellular Network services in Pakistan, all rooted in our journey of Culture Transformation & Change Management.

PTCL Group actively cultivates an inclusive & diverse culture that values and uplifts every individual, regardless of their gender, social background, religion, belief, or disability.

PTCL Group Vision & Values:

With a clear vision to become the largest technology player and the national champion driving the digital transformation of Pakistan, PTCL Group is guided by a set of our unified core values:

• Be Resilient
• Think Big
• Win Every Battle
• Value Success

IN THIS ROLE YOU WILL

Be responsible for managing field and customer operations of Access Network Elements (NEs) and MSAGs from vendors such as ZTE, Huawei, and Nokia. This includes provisioning and rectification of services for Flash Fiber (FF) and Copper customers, ensuring power plant O&M, monitoring CHI metrics, and achieving migration and quality KPIs in the assigned domain.

HOW CAN YOU EXPRESS YOUR TALENT

• Manage field and customer operations of Access NEs and MSAGs (ZTE/Huawei/Nokia), ensuring operational continuity and customer satisfaction.
• Provision services to new FF and Copper customers within defined service KPIs, maintaining quality and efficiency.
• Handle and resolve faults for FF and Copper customers within service timelines to ensure minimal downtime.
• Rehabilitate FF/Copper networks for improved customer experience and service stability.
• Achieve monthly, quarterly, and yearly Flash Fiber migration targets through effective coordination and field performance.
• Prepare and submit analytical data for new FF network planning and deployment in high-impact service areas.
• Resolve PSTN, DSL, IPTV, and FF issues, including GPON-related faults, and work towards enhancing the GPON Customer Happiness Index (CHI).
• Manage the operations and maintenance of power infrastructure, including PDG sets, rectifiers, batteries, transformers, and AC/DC earthing systems.
• Ensure uninterrupted CP and PDG backup power for outdoor MSAGs by proactively managing power assets.
• Mobilize maintenance teams promptly for fault occurrence and ensure timely rectification.
• Conduct Preventive Maintenance Routines (PMR) on Access Network Elements (NEs) including OLTs, switching, and NGN systems.
• Ensure compliance with HSE standards and guidelines across all operational and field activities.

WHAT YOU NEED TO BE SUCCESSFUL

Qualification:

• B.E./B.Sc. Engineering in Electrical, Electronics, Telecommunication, Computer, or Software BS IT / BS CS (4-year program)
• Relevant experience

Competencies:

• Understanding of customer operations across GPON and Copper technologies, and familiarity with switching, transmission, and IP networks
• Proficiency in analyzing service KPIs and implementing improvement strategies
• NMS operational knowledge for MSAGs and NGN systems
• Knowledge of power plant O&M including PDG, rectifiers, AC/DC power systems, and solar configuration
• Service configuration experience across MSAG, Hybrid MSAG, and DRS networks
• Familiarity with exchange-level KPI analysis and CHI improvement planning
• Strong team management, analytical thinking, field-level coordination, and communication skills
• Proficiency in MS Excel, PowerPoint, and working with databases
• Valid LTV driving skills and the ability to coordinate with local agencies for network protection

PTCL Group's family-centric policies, offering 6-month maternity and 30-day paternity leave, along with a hybrid work model, redefine the workplace for a balanced and fulfilling career.

#ExpressYourTalent #ReadyToRise #TayyarHo