Senior Supervisor Vas And In Qos

Job description / Role

Purpose of the job

To oversee and ensure optimal performance, reliability, and quality of service for value-added services (VAS) and intelligent network (IN) platforms. The role involves supervising the design, monitoring, analysis, and continuous improvement of VAS/IN services, ensuring they meet business requirements and customer experience standards.

Duties and responsibilities

• Lead the VAS/IN QoS monitoring activities through the available tools and dashboards focusing on SMS, short numbers, SDP, AIR, Orange Money, Portal, and mobile apps.
• Monitor, analyze, recommend solutions and follow up any network-related problems in VAS/IN network areas.
• Provide regular KPI health check of VAS/IN network nodes.
• Perform periodic services monitoring using active testing robots to detect the problems faced by customers by simulating a similar journey across the different touch points (Portal, My Orange, Orange Money).
• Provide support to live actions for other teams to evaluate general action impact on E2E network performance, to ensure service levels are maintained and react to any problem that may occur during action.
• Proactively work on emergent QoS issues and cross-domain bottlenecks that could affect future performance (e.g., new commercial offers and promotions impacting the charging node).
• Manage the development and creation of VAS/IN audit reports and dashboards for proactive monitoring and problem reporting to recommend solutions for concerned departments.
• Focus on problems and complaints concerned with high revenue domains (International, VIP, roaming).
• Manage the creation of audit reports highlighting major problems and service interruptions with causes of poor network performance to ensure a proactive problem-solving approach.
• Fill the gaps between the different technology teams and act as a liaison between them to reach the best end-to-end customer journey.
• Interface with commercial and digital teams providing guidance and directing their investments and strategy regarding competition activities in voice, services, and data identifying the areas of strength and weakness.
• Identify subordinates' development needs and set personal development plans including required relevant trainings and on-job coaching.
• Commit to system functionality and user satisfaction in rapidly growing and changing environments.
• Motivate, coach, and mentor team members to inspire and maintain their high performance and ignite their skills.

Job specification

Education

Bachelor degree in engineering communications department.

Experience

6 years of professional experience in telecommunications field.

Skills and abilities

• Application performance monitoring
• Dashboarding and visualization tools such as Metabase, Tableau, or Power BI
• .NET development
• Python development
• Database systems (Oracle, MS SQL, MySQL) and ETL processes
• Data modeling
• IN, VAS

Only your skills matter

Regardless of your age, gender, origin, religion, sexual orientation, neurodiversity, disability, or appearance, we actively encourage diversity within our teams, as it is both a collective strength and a driver of innovation. Orange is a disability-friendly company: please feel free to let us know about any specific needs you may have.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.