Specialist NOC Trouble Ticketing - Technology

Lahore, Pakistan
JAZZ – Technology
Full-time
Grade: L1
Last Date to Apply: 6th November 2019

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

Our team & You
As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 57 million+ customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy. 
 
What the first 30-60-90 days in the job will look like?
 
-Within 30 days you will:
Attend and graduate from our company-wide on boarding process along with detailed orientation program where you will learn Jazz’s values, business, and products. Meet with the Technology team to understand the strategy of the function in line with Organization strategy and company road map. Have meetings, with members of other teams to understand how each function at Jazz contributes to the overall success. Understand the function and processes of Back Office Operations department within Technical, role and responsibilities of team within organization.
 
-Within 60 days, you will:
Introduction to Jazz RAN Network, understanding detailed Network Architecture, Go through all the MOP & SOP customer complaint-handling processes. Collaborate with Internal People within Technical (Peer departments), stakeholders (Marketing, Finance and Commercial) and Vendor. Conduct technical analysis of the incoming customer complaints and to initiate necessary investigations by making use of in house knowledge and experiences as per agreed defined SLA’s with stake holders. Conduct in-depth CS/PS RAN KPIs analysis of all reported customer complaints that could be from any RAN technology and ensure routing of issues in pertinent domain. Communicate assertively with the complainant where essential to get profound insight of the issues encountered. Develop good analytical as well as communication skills to take up the issues rightly with backend technology teams like field operations, Vendors, internal NOC L2 teams, planning, optimization and rollout teams and ensure rectification of issue within defined SLA.. Correlate degradations of services with network incidents, alarms and KPIs while referring to concerned team for rectification. Coordinate closely on pending issues within technology teams and in parallel update commercial teams with the developments. Execute robust follow ups on corporate complaints in order to avoid any delay and close coordination with business sales division and key account managers to keep them updated regarding complaint status
 
-Within 90 days to onwards you will:
Develop thorough competency on Radio Access network KPIs. Would be able to perform in-depth CS/PS RAN KPIs analysis, performance management, nationwide complaints audit and correlation of network alarms with KPIs for righteous resolution of issues.  Continuously review and bring improvements to the Jazz Technology and Development framework and craft innovative solutions as per global best practices.
 
A bit about you:
To ensure quality of service and handling network customer complaints, we seek therefore Experience and service oriented network engineers who have strong GSM/UMTS/LTE statistical analytical skills as well as good communication skills for E2E resolution of issues through close coordination with commercial and technology divisions. We are also looking for someone who has excellent communication & leadership skills to be able to promote the department and technology portfolio with professionalism, maturity, and a balanced, holistic view of any competing viewpoints and last but not the least, the candidate must be a good team player.
 
 A bit about us:
The Network Operations Center includes end to end technology Supervisioning and Performance Management, mainly focused on new technologies deployment, network integrations (Mobilink ~ Warid consolidation), keeping network fault free and up to date. Furthermore, customer complaints (commercial & corporate) are being handled by this department. We are focused towards aligning learning and contribute to business effectively while aligning their behaviors to Jazz values.
 
The structure of the team you will join is:
17-member team (including the Manager) with three sub teams i.e one for Trouble ticketing team second one for Performance management and another for network analytics. Main tasks include day to day, Customer complaints handling (corporate & commercial), performance management, troubleshooting, interaction with Internal and external stakeholder.
 
Essential skills must have: 
Should have a customer centric approach.
Sound knowledge of all radio access network technologies I-e GSM, UMTS, LTE as well as ample knowledge of MS-Office
Expertise in Radio Network Planning & Optimization.
Substantial Exposure to Drive Test activities.
Proficiency in data analysis.
Sound communication & presentation Skills.
Strong coordination and follow up skills.
Ability to meet deadlines under pressure
Strong presentation skills
Must be good at multitasking
Working at the VEON GROUP demands a high standard of business ethics and adherence to our legal obligations, our values and our Code of Conduct and supporting compliance policies and procedures. Our pioneering spirit is embodied in our values to be customer obsessed, entrepreneurial, innovative, collaborative, and truthful.  Being truthful requires us to act ethically, honestly, and with integrity. 
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