executive noc- data analytics

4 days ago

Islamabad, Islamabad, Pakistan Zong Business Solutions Full time 1,200,000 - 3,600,000 per year

Job Purpose
This role will be responsible for gaining access to the right data sources and building reporting and providing insights for the stakeholders in order to support our growing operational and CX needs. Resource work will be centered on

  • Providing important operational metrics and their calculations for all stakeholders
  • Developing scalable dashboards and reports to communicate these metrics and insights to all stakeholders/Management

This position requires an understanding of data and reporting, as well as the ability to operationalize the creation and delivery of standard and custom reports. You will possess strong reporting skills, knowledge of the Customer Complaints Lifecycle, Network Experience and will also work closely with other internal teams to develop KPIs, analyze trends/patterns and provide actionable insights.

Job Responsibilities

  • Handles routine tasks related to Radio NOC Network Performance and performs L-1 troubleshooting of customers complaints against Coverage, Data, SMS, Quality and IR services.
  • Monitors network performance in real-time to isolate faults in Radio 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 3 teams for root-cause analysis (RCA). 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.
  • Analyses incoming customer complaints in accordance to handling MOPs and engages relevant L3 teams where required. Conducts in-depth analysis of RAN KPIs in case of bulk complaints reported from CC Helpdesk and engages relevant ND teams.
  • Correlates service degradation with network faults at Transport 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. Understands dynamics of SOC (Service Operations Centre) and CEM (Customer Experience Management) in an integrated environment.

Eligibility Criteria (Education, Knowledge, Experience and Skills): Education:

  • MS Degree in Electrical/Telecom Engineering

Work Experience: 3~5 years Skills - Generic:

  • Able to influence and negotiate
  • Ability to present reports and information in a variety of ways
  • Customer and delivery focused, meeting and exceeding customer expectations
  • Experience of gathering user requirements and producing appropriate documentation/specifications.
  • Strong organization & project management skills - Ability to structure a project from idea to design/prototype to implementation.
  • Strong verbal and written communication skills, including the ability to synthesize complex topics and create compelling narratives for various audiences.
  • Excellent teamwork skills and desire to help others.

Skills - Job Specific:

  • Must have a comprehensive understanding of 3GPP standards for Network Entities (NEs), Protocols and Key Performance Indicators (KPIs)
  • Must be highly proficient in operating MS Office Suite (Excel, PowerPoint, Word, etc.)
  • Must be proficient in Tableau/Power BI Knowledge of other data analytical tools and data science
  • Must be proficient in Python and HTML

Others: -

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