Talent.com
This job offer is not available in your country.
Manager Applications & Service Assurance

Manager Applications & Service Assurance

Zong CMPak Ltd, Islamabad Capital Territory, Pakistan, Islamabad Capital Territory, Pakistan
1 day ago
Job description

Overview

Department & Function : NOMC

Position : Manager Application & Service Assurance

Location : Islamabad

Reporting to : Dy. Director Core & Cloud Network

Last Date to Apply : 28th September, 2025

Job Purpose :

  • To lead the development of technology-driven use cases by leveraging Smart Care, Smart Analytics, and automation.
  • The role includes designing and maintaining a centralized technology database, extracting actionable insights, and ensuring continuous improvement in service performance and customer experience through advanced analytics and automation initiatives.

Responsibilities

  • Use domain specific technical knowledge to identify the potential use cases of SQM / CEM for business teams.
  • Analyze service data from Smart Care platforms (e.g., customer support, network diagnostics) and Smart Analytics tools to identify high-impact areas for innovation.
  • Collaborate with business units, network teams, and digital channels to develop data-driven use cases that improve service delivery, customer satisfaction, and operational efficiency.
  • Identify use cases that serve areas like Operational service management, business support & development and provide AUTO RCAs for various scenarios (KPI to KQI to QOE Mapping).
  • Convert insights into actionable technical solutions by working with application teams and automation engineers.
  • Maintain a backlog of prioritized use cases with clear ROI and measurable KPIs.
  • Design and maintain a comprehensive technology database for passive network elements and use them for analysis enrichment.
  • Network Issue Management drill down
  • User Experience Monitoring (End to End Failure Analysis; Location Update, MOS, CSSR)
  • Data Experience Monitoring (Application Level KQI analysis)
  • Ensure the database supports cross-functional visibility for analytics, troubleshooting etc.
  • Implement data governance and ensure data integrity across systems and sources.
  • Identify manual or repetitive processes across service operations and technology domains.
  • Collaborate with DevOps and infrastructure teams to automate workflows, alerting, reporting, and remediation.
  • Drive predictive and proactive support models to reduce incidents and improve MTTR
  • Ensure performance, availability, and reliability of customer-facing and backend applications.
  • Lead incident and problem management processes, ensuring proper root cause analysis and permanent fixes.
  • Drive continuous improvement in system uptime and service quality.
  • Work closely with technology leads, operations heads, and CX teams to translate business challenges into technical use cases.
  • Present outcomes of analytics-driven use cases, automation gains, and service improvements to leadership.

    • Education

  • Minimum of Bachelors degree preferably in Electrical / Telecom Engineering with relevant or similar nature of experience as vacant position. Degree in IT / Data Science would be a plus

    • Experience

  • Minimum Experience : 4 yrs. or Above

    • #J-18808-Ljbffr

    Create a job alert for this search

    Service Manager • , Islamabad Capital Territory, Pakistan, Islamabad Capital Territory, Pakistan