Position: Engineer (Transmission) - Service Assurance & Analytics

Main Duties & Responsibilities

• Provide reactive and proactive measures to classify, minimize the reduce the system/service performance alarms and work to co-relate these alarms with KPIs/KQIs/QoS.
• Identifies develops & presents optimization, & quality control methodologies to the company. Make recommendations to resolve service performance & quality problems regularly.
• Understanding and customization of the network & service alarms related to Transmission Network and its close network entities. Provide performance & optimization inputs for network strategy & refinement of performance & quality indices.
• Forecast on the alarms & service quality of transmission network and its nodes based on seasonality, festivity and incidents, trend analysis and provide warning signs in case of need.
• Monitor and manage the alarms, network performance & optimization. This involves providing direction and approving of vendor plans to ensure the growth of network systems both in capacity, performance and geographical coverage.
• Network impact analysis for alarms, events, incidents with coordinating with the Network/IT team and other stakeholders.
• Liaise with vendors on all matters relating to network performance & quality issues, ongoing optimization and SLAs.
• Regularly review platform capacity to ensure utilization does not exceed agreed engineering thresholds, and that required capacity is delivered within the stipulated lead times, and as per forecasts.
• Collaborate effectively with other members/stakeholders to solve problems observed in their respective domain/areas to deliver end-to-end quality in our technology for better customer experience maintaining reliable network.
• Involves in making a roadmap, capacity management, lifecycle management and design of transmission network, backbone & its close network entities.
• Work with line manager to identify, develop, implement and document new processes required to improve network quality and better customer experience.
• Focus on delivering a positive customer experience by actively solving customer trouble tickets and keeping them up to date though out the lifecycle of the case.
• Shall be available to work for 24/7 on critical cases and identify if the customer problem is caused by service degradation and if so, make the concerned team aware by filing a bug report or a design change request.
• Take inputs from commercial & CX teams that have impact on the business, prioritize the tasks, make plan for the solutions coordinating with 2nd line team and perform regular follow-up until solution is deployed.
• Maintain bridge between customers, NOC, third party and network team to deploy quality service and resolve issues being more customer centric to maintain better quality of experience.
• Take leadership on any scenario whenever it requires to deal with priority issues making influential role within the team and direct towards the solution with proper guiding and knowledge sharing.
• Usage of CEM-based analytics tools and use cases deployment in alignment with Network Team, Vendor, NOC, CX and Commercial team
• Well knowledge about transmission network, backbone & functionality from different vendors for quick implementation, analysis and troubleshooting.

Qualification & Experience

• Minimum Bachelor’s Degree in Engineering with 4 years of relevant experience OR Masters Degree / Professional degree with 2 years of working experience.
• Understand and adhere to standard IT/Telecommunication framework such as eTOM/ITIL/3GPP/ and statistical skill sets required for analytics.
• Should have experience in assessing network performance correlating business parameters.
• Should have sound knowledge of Technology & IT, especially in transmission, microwave and its interoperability domains. 

Profile

• Have a comprehensive idea of fiber optics, microwave, VSAT, IPCore, MPLS, IPRAN & DWDM related alarms, processes, KPI/KQI/QoS and their impact on business.
• Works with team leaders and members to solve technical analytics problems and document results and methodologies.
• Works in iterative processes within technology and validates findings.
• Able to identify, introduce and adopt appropriate emerging technologies and best practices.
• Understands the validity of the information, how long the information is meaningful, and what other information it is related to.
• Shall be able to correlate customer complaints vis-à-vis network issues doing mass analysis and derive a methodology to do the same analysis proactively, before customer complaints, to raise trouble tickets to the relevant network team.
• Should be aspired to take on new challenges and ready to diversify to move towards a strategic role in the future
• Strong communication, problem-solving, and critical thinking ability is a must.
• Possess customer focus and result-driven attitude.
• Proactive, diligent, team player, positive & friendly personality.
• Good analyzing and problem-solving, negotiating & conflict resolution skills.
• Challenges the status quo and takes initiatives in taking risks.
• Reviews situations or problems related to the work and presents all perspectives clearly for analysis.
• Reviews and recommends new solutions or techniques to improve work output
• Try to review links beyond own work area.
• Seeking to learn more about other parts of the unit, or function.
• Proactively seeks out customers' input to obtain feedback on performance.
• Effectively communicates with others to obtain needed information or support.
• Adapt rules or recommend alterations in normal procedures to get a job done well.
• Understands personal strengths & weaknesses and works on constructive feedback to improve one's work performance.
• Proficient in Nepali and English- both written and oral

Duty Station:
Kathmandu but can be placed anywhere in Nepal as per business needs or future requirements

What we offer:
International Working Environment, Robust Performance Management Process, Internal Opportunities, Ncell Academy Trainings, Work – Life Balance, Flexible Working Practices, Competitive Compensation, Festive Allowance, Social Security Fund, Leave Travel Allowance, Medical Insurance, Communication Facilities, etc.