Specialist/Expert NOC Service Quality & Experience Monitoring-Proactive Pipeline

What is NOC Service Quality & Experience Monitoring?

This position is responsible for monitoring of Radio Network Performance via EMS / SmartCare / CEM Tools and engaging domain owners for resolution of underlying performance Issues.

The role reports directly to the Stream Head - NOC • Technology with an extended team of 12 members.

What does NOC Service Quality & Experience Monitoring do - RAN?

• Near-to-Realtime monitoring of Network KPIs and engagement with concerned teams for resolution of identified problem areas.
• Service Quality & Experience Monitoring- Close to Realtime monitoring of Service Level Quality Indicators (KQIs) and Customer Experience Monitoring (CEM) via SmartCare for proactive identification of underlying problems causing adverse customer experience.
• Customer Complaints- First interface for access network related complaints between CX & Technology Teams including analysis & resolution of complaints f...