Manager Network Performance & Complaints

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

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