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

Please note this is a proactive pipeline. We are maintaining an active talent pool for future job openings.

Grade Level : L1 / L2

Location : Islamabad

What is NOC Service Quality & Experience Monitoring?

This position is responsible for monitoring Radio Network Performance via EMS / SmartCare / CEM Tools and engaging domain owners for resolution of performance issues. The role reports directly to the Stream Head - NOC and involves working with a 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 resolving issues.
• Monitoring Service Level Quality Indicators (KQIs) and Customer Experience Monitoring (CEM) via SmartCare for proactive problem identification.
• Handling customer complaints related to access network, analyzing and resolving them in coordination with technology teams.
• Escalating network performance issues according to SLAs.
• Conducting routine performance audits and root-cause analysis.
• Preparing benchmark reports during major events.
• Defining customer counters and alert thresholds.
• Performing technical analysis of customer complaints and network reports.
• Communicating effectively with customers and coordinating with relevant teams for resolution.
• Analyzing network degradations and correlating with incidents and KPIs.
• Updating teams on pending issues and complaint status.
• Understanding radio parameters and working under pressure to meet deadlines.
• Understanding SOC and CEM operations in an integrated environment.

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

Jazz is an equal opportunity employer. We celebrate diversity and are committed to an inclusive environment for all employees.

Requirements

Benefits

Why Join Jazz?

Jazz offers a dynamic environment driven by visionary leadership, professional culture, and opportunities for growth. Our core values focus on integrity, collaboration, and customer obsession. Join us to be part of a transformative journey that impacts millions of lives and advances Pakistan's digital economy.

#J-18808-Ljbffr