The ideal candidate should

• Hold a Bachelors in Engineering (Electrical, Telecommunication, Electronics, and Computers)
• Have a minimum of 5-7 years of relevant working experience in Operations or Optimization roles

Job Description

• Document identified issues, their analysis and resolution details
• Drive internal technical systems and processes to meet customer requirements
• Act as a point of contact from technical to customer care for addressing all of their issues
• Communicate with customer care and sales teams for recording their voice on network problems
• Receive High Impact customer complaints; liaise with respective technical teams for immediate analysis and resolution
• Determine subscriber perceived end-to-end network quality of service through customer complaint trends and analysis
• Correlate issues reported through customer complaints with network KPIs to perceive the impact and magnitude of problems
• Own overall complaints process b/w CC and Technical, ensure timely and genuine resolution of all Trouble Tickets within defined SLA
• Execute trending and analysis of trouble tickets to determine chronic network faults leading to their permanent fix and future prevention
• Develop and improve procedures/processes with Customer Care and other Technical departments for efficient dealing of subscriber issues
• Conduct training sessions within team and for Customer Care for the purpose of educating them regarding better handling of customer technical problems

Essential Skills

• Should be a valuable team player
• Should have strong initiative skills
• Should exhibit high customer focus
• Should have strong interpersonal skills
• Should have excellent coordination skills
• Should possess stress management skills and meet deadlines
• Should be able to work independently and with little supervision
• Should have relevant knowledge SS7 and SIGTRAN protocols architecture
• Should be adaptable and flexible to changing requirements and procedures
• Should possess strong knowledge and working experience on NSS, IN&VAS platforms

Desirable Skills

• Should have relevant project management skills
• Should exhibit strong command over MS Office Suite
• Should have good statistical analysis and technical reporting/presentation skills
• Should have relevant working experience on any of NSN CS/PS, Huawei CS, Ericsson IN, Acision SMSC and MMSC nodes