Service Analytics & Excellence Lead Engineer
Job Description
Title: Service Analytics & Excellence Lead Engineer
Company Name: Banglalink
Vacancy: 1
Job Location: Dhaka
Employment Status: Full-time
Educational Requirements:
∎ BSc in Electrical or Electronics Engineering/Computer Science and Engineering
Experience Requirements:
∎ 4 to 6 year(s)
Job Responsibilities:
∎ Design the appropriate customer experience associated KPI/KQI based reporting to several target groups about the Data service, OTT/Digital service performances from vendor agnostic CEM tool to track and correlate the changes of the service quality from day-to-day operational activities.
∎ Conduct customer experience health check reporting for several dimensions i.e., customer segments (HVC, B2C, Gold, Silver etc.), network elements & Trend Analysis as part of continuous customer experience monitoring to ensure Data service & OTT/Digital service quality.
∎ Validate the rectification work through analyzing the customer experience associated KPI/KQI data and provide feedback.
∎ Analyze, troubleshoot the issues communicated from multiple channels i.e. Customer complaints/issues, BM & Reporting, Sales & Marketing input through dedicated CEM tool.
∎ Supports several technical teams by providing ways in performance improvement plans through detailed analysis of signaling traces, CEM tool generated KPI, KQI insight etc. for network/service issues.
∎ Play the pivotal role to proactively monitor, identify and analyze on several aspects of customer experience issues related to Data & OTT/Digital services using primarily vendor agnostic CEM tool and correlate multiple information sources i.e., OSS (RAN, Core, Transport, BSS/IT etc.), other sources (Benchmarking, crowdsourcing, other analytics, NPS etc.).
∎ Detailed analysis on identified issues and provide solutions and guidelines of the issues; Track and follow up the issues if it's being handled by Service Management team or by vendor until solved and pre-post analysis of the impact of the actions taken.
∎ Monitor CEM tool system, operational performance on a regular basis and follow-up issue resolution with CEM vendor.
∎ Support and assess all kinds of vendor-initiated change management of CEM tool & analyze outcome. Provide coordination support between CEM tool vendor and Core SME team POC for CEM tool on-site support and maintenance, expansion.
Additional Requirements:
∎ 4-6 years of experience including 3-4 years' relevant experience to Telecom Industry
∎ Required Capabilities- Hands on experience of CEM tool for customer experience analysis and admin/system management.
∎ Expert knowledge of Radio/Core Network including signaling and interface data analysis in GSM/UMTS/LTE.
∎ Sound knowledge on IP Routing & Switching Networking.
∎ Hands on experience in server's HW & SW is preferable.
∎ Strong familiarity with technical/OSS KPIs, customer experience KPIs/KQIs and able to correlate.
∎ Practical & sound knowledge in Database Management, programming language for Data Analysis, Reporting. Advanced knowledge in Technical KPIs.
∎ Sound knowledge in analytical skills on network problem solving.
∎ Moderate experience in preparing smart & analytical presentations.
∎ Basic knowledge of Project Management.
∎ Person with disability are encouraged to apply
Salary: (Monthly)
Compensation & Other Benefits:
∎ As per Company Policy
Job Source: Bdjobs.com Online Job Posting.
Application Deadline: 30 Aug 2023
Company Information:
∎ 31 Jul 2023
∎ Banglalink
∎ Address : Tigers' Den, Plo 4, SW (H) Gulshan Avenue, Gulshan, Dhaka-1212
∎ Web : https://www.banglalink.net/en
∎ Business : Wireless Telecommunication
Category: IT/Telecommunication
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