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Job description / Role
Purpose:
Manages the team responsible for monitoring quality of service for System Performance, Voice Quality and Signalling Quality within the International Services BU. to ensure that Q-Tel customers have the best quality of service to meet their needs. Develops and monitors unit KPI's to measure performance parameters.
Context:
International plays a significant part of revenue generation for Q-Tel and therefore ensuring the quality of service provision is given 24/7 is important. This unit measures that quality on a continuous basis and provides information on which decisions can be made about system improvements.
B. ROLE ACCOUNTABILITIES
Overview
•Ensure that the analysis of the international traffic performance reports is carried out and the report analysed and reported on highlighting any issues and recommending any corrective actions, and distributed on a daily basis to all managers within the unit.
•Coach and guide the team in the utilisation of any reporting and analysis tools and related software, in order to ensure they are fully updated in their use and applications.
•Identify and make recommendations for Improvements required to the Engineering Team in order to maintain the performance levels against the predetermined KPI's.
•Develop, set-up, implement, monitor and maintain a monitoring system which can monitor the Engineering Performance KPI's in order for the information generated to be usable.
•Identify changes or improvements required of the KPI's where necessary in order for the data produced to be more telling. Manage the overall method of identifying changes to the KPI's.
•Manage the assessment and evaluation of the existing Policies and Processes on an ongoing basis to ensure that they constantly provide quality data.
•Manage the building and maintaining of effective and efficient policies and processes for the Engineering KPI's Quality of Service management.
•Prepare variety of analysis, studies, plans, presentations, reports for the Senior Management to use in the decision making process for anything related to network or service quality.
•Manage the team who monitor the fault and customer complaint resolution, identifying a process which would 'trouble ticket' or highlight major or abnormal faults in Voice, System Performance, Voice Quality of Signalling Quality to senior management.
•Ensure there is in place a system and process to maintain full records of all identified faults, in order to be able to provide historic data or track repeated faults so as to notify engineering to help them in identifying areas in the network which require improvement or solutions.
•Provide technical guidance and assistance to staff.
•Manage, motivate, coach and appraise all staff within the department and identify training/development needs as appropriate in order to ensure the highest level of performance at all times within the department.
•Manage operating budget of the department.
Business orientation
•The role holder, by monitoring quality and performance can rapidly identify areas that are causing problems which could potentially identify areas which would lead to loss of revenue.
Customers
•Working with network engineering to identify and resolve weaknesses will ensure that quality of service delivered to customers will be increased/maintained and will impact customer satisfaction.
Costs & Profitability
•Impact of poor quality of service will impact profitability be limiting revenue generation.
Problem Solving
•Problems will typically be relatively routine related to fault identification and analysis of data.
Planning & Organising
•Planning and organising will revolve around setting up processes for monitoring and recording network.
•Faults and performance.
D. KEY PERFORMANCE INDICATORS
•Numbers of faults identified
•KPI Monitoring Process integrity/quality
•% improvement in network quality / service quality
E. KEY RELATIONSHIPS & DECISION MAKING
Reports To
Executive Director International Services
Decision Making
•Decision making typically centres on reporting rather than authorising or making change decisions where it is related to network performance.
•In relation to KPI's/SLA's can decide that these need to change, however would not make decision independently as to the changes.
Communicating, negotiating & influencing
•Role holder will need to pass information to engineering department which is usable and telling and may need to discuss and agree areas for improvement.
•Role holder may also need to identify changes or improvement to the KPI's or SLA's defined and may need to negotiate those changes with other areas -- in particular engineering teams.
Networks (Internal & External Contacts)
•Managers across the international BU.
•Senior Manager International Infrastructure.
Team working, Coaching and Development
•Provides coaching and guidance for own team.
•Works as part of the engineering team for fault identification and resolution.
People Management (if applicable)
•Manages own team effectively.
Requirements
Minimum Experience & Essential Knowledge
•Minimum 10 years experience in Telecommunications and min (5) years in Traffic Performance Analysis
•Extensive knowledge of engineering networks, transmission, Data and ISP
•Extensive knowledge of Traffic Engineering.
•Good knowledge about ITU related standards applicable to Telecommunication Traffic
•Excellent knowledge of any Switching Traffic reporting and analysis Tools and related software
Minimum Entry Qualifications
•Bachelor Degree in Telecommunications or Electrical Engineering
SKILLS
•Technical
•Fluent in English.
•Ability to use network monitoring software.
•Interpreting monitoring reports.
•BehaviouralCompetencies
•Communicating Effectively
•Process Orientation
•Planning & Organising
•Customer Focus
•Results Orientation
About the Company
Ooredoo, formerly known as Qatar Telecom (Qtel), is a leading international communications company delivering mobile, fixed, broadband internet and corporate managed services tailored to the needs of consumers and businesses across markets in the Middle East, North Africa and South-East Asia. As a community-focused company, Ooredoo is guided by its vision of enriching people’s lives and its belief that it can stimulate human growth by leveraging communications to help people achieve their full potential. Ooredoo has a presence in Qatar, Kuwait, Oman, Algeria, Tunisia, Iraq, Palestine, the Maldives and Indonesia. Ooredoo’s shares are listed on the Qatar Exchange and the Abu Dhabi Securities Exchange.