Talent.com
This job offer is not available in your country.
Manager Network Performance & Complaints

Manager Network Performance & Complaints

Zong CMPak Ltd, Islamabad Capital Territory, Pakistan, Islamabad Capital Territory, Pakistan
4 days ago
Job description

Department & Function : NOMC

Position : Manager Network Performance & Complaints

Location : Islamabad

Reporting to : Dy. Director Service Operations & Network Reporting

Last Date to Apply : 28th September, 2025

Job Purpose :

  • The Manager Network Performance & Complaints is responsible for ensuring high network performance, reliability, and customer satisfaction by monitoring network KPIs / KQIs, handling escalated customer complaints related to network quality, driving root-cause analysis, coordinating corrective actions, and continuously improving service experience and operational processes

Job Responsibilities :

  • To lead the team in monitoring network KPIs / KQIs (voice, data, latency, throughput) using OSS / EMS, SmartCare, and CEM platforms.
  • Monitor both real‑time and periodic KPIs / KQIs to detect performance degradation; ensure targets are met.
  • Establish thresholds and alerts; ensure alerts are routed / handled properly.
  • Correlate customer complaints with network alarms, KPIs / KQIs degradations, outages; drive Root‑Cause Analysis (RCA).
  • Coordinate with domain owners (RAN, Core, Transport / IP) and vendors to ensure corrective / preventive actions.
  • Manage escalated customer complaints related to network issues (voice quality, drop calls, latency, data throughput etc.).
  • Be the escalation point for customer complaints related to network.
  • Investigate complaints : correlate with network KPIs, alarms, outage reports, performing Root Cause Analysis (RCA).
  • Coordinate with relevant internal teams (RAN, Core, Transport, OSS, Customer Experience) to resolve issues.
  • Ensure team adherence to SLA timelines for complaint closure, RCA submission, and preventive action implementation.
  • Serve as escalation point between Customer Experience and Technology domains.
  • Define, monitor, review network performance metrics and thresholds; generate dashboards and reports.
  • Build team capabilities through mentoring, skill development, and instilling a culture of proactive monitoring and operational excellence.
  • Continuously improve operational processes : SOPs / MOPs, escalation mechanisms

    • Education :

  • Minimum of Bachelors degree preferably in Electrical / Telecom Engineering with relevant or similar nature of experience

    • Experience :

  • Minimum Experience : 4 yrs. or Above

    • #J-18808-Ljbffr

    Create a job alert for this search

    Performance Manager • , Islamabad Capital Territory, Pakistan, Islamabad Capital Territory, Pakistan