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