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:
∎ B.Sc in Electrical or Electronics Engineering/Computer Science and Engineering
Experience Requirements:
∎ 4 to 6 year(s)
Job Responsibilities:
∎ Analysis of 2G, 3G, 4G Internet & Data service from Network and Customer perspective using NMS and Customer Experience Management (CEM) tool, for example: SmartCare (Huawei) etc.
∎ Analysis of customer experience associated KPI / KQI for website, Application, OTT / Digital services etc. for several dimensions i.e., customer segments (B2B, B2C, Gold, Silver etc.), network elements and take actions for improvement by proper coordination with relevant teams and vendors.
∎ Analyze, troubleshoot the issues communicated from different sources i.e. Customer complaints/issues, BM & Reporting, Sales & Marketing. Identify service related KPI/KQI issues from internal & external stakeholders and find root cause with proper analysis.
∎ Support technical teams by providing ways in performance improvement plans through detailed analysis of SS7 Signaling traces, Call flow, KPI / KQI insight etc. for network/service issues.
∎ Proactively monitor & identify customer experience issues related to Data & OTT/Digital services and correlate multiple information sources i.e., OSS (RAN, Core, Transport, BSS/IT etc.), other sources (Crowdsourcing, NPS etc.).
∎ Detailed analysis on identified issues and provide solutions for the issues; Track and follow up the issues until solved.
∎ Regularly check the CEM tool system, administer operational issues and work with vendor for resolution.
∎ Support and assess vendor-initiated change management of CEM tool & analyze outcome. Provide coordination support between CEM tool vendor and associated teams for CEM tool on-site support and maintenance, expansion.
Additional Requirements:
∎ 4-6 years of experience including4-6 years of experience including 3-4 years' relevant experience in GSM network / Telecom Industry
∎ Specially knowledge in Telecom Core & Radio network topology and call flow 3-4 years' relevant experience to Telecom Industry
∎ Hands on experience of Customer Experience Management (CEM) tool or Smart Care for customer experience analysis and admin/system management.
∎ Expert knowledge of Radio/Core Network including signaling and interface trace analysis in GSM/UMTS/LTE.
∎ Sound knowledge of 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 Data Analysis with Database, Reporting.
∎ Advanced knowledge in Telecom 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: 6 Nov 2023
Company Information:
∎ 30 Oct 2023
∎ Banglalink
∎ Address : Tigers' Den, Plo 4, SW (H) Gulshan Avenue, Gulshan, Dhaka-1212
∎ Business : Wireless Telecommunication
Category: IT/Telecommunication
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