Senior Engineer, Customer Experience and Analytics

The Company

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we
continue to move closer towards our vision to be among the top ‎20
telecommunications companies in the world by ‎2020.
We are a dynamic global telecommunications player operating in ‎17 countries
across the Middle East, North Africa (MENA) and Asia. We cover a population of
more than half a billion people and serve more than ‎68 million customers.
In Kuwait, we employ approximately ‎1,000 talented people, all of whom are
driving Ooredoo to be the number one choice for world-class communications
services in Kuwait. In the face of intensifying competition, increasingly
sophisticated technology and rising customer expectations, nothing is more
important to our success than our team - and it's a team that you can be part
of.
Ooredoo's future is bright, and you can be part of our ongoing success.
The Purpose
* Full ownership of the Costumer experience solutions for hardware, application and performance. Use Analytics to support business decisions and network performance
* Execute the short term and long term strategy for IT & Network Analytics and CEM for the Technology Division.
* Establish CEM metrics for Technology Division Business Excellence Team
Key Accountabilities & Activities
* Develop and implement the plan for Network and IT Tools for monitoring the quality and performance of network nodes and services.
* Own the Niometrics and other prob solutions. Develop & share Dashboards to daily basis
* Raise any Issue impacting costumer experience with planning and operations.
* Manage the design Tools framework for SQM (Service Quality Monitoring) & CEM Solution (Customer Experience Management)
* Coordinate with Group to build Short Term and Long Term Strategy of Tools for Technology Division
* Recommend and execute the OSS strategy in terms of service monitoring (SQM/CEM)
* Identify & test new performance & QoS tools needed to monitor the Core, IP & BSS systems.
* Interface with Planning, Operations, Project Management department to develop the strategy for the Tools.
* Support and maintain the Network and IT tools within Technology Division.
* Convene regular team meetings within Technology Division on the developments, initiatives and seek feedback on problems related to Tools.
* Keep abreast of latest international developments in Core, IP and BSS procedures and technologies.
* Establish & Document processes using the ITIL framework for Network and IT Systems within the Technology Division.
* Establish, document processes, procedures, tasks, and checklists which are aligned with Ooredoo's strategy.
* Assist the Manager in developing & implementing procedures & standards that will provide effective governance, monitoring, management of the Network & IT/VAS Nodes.
* Ownership of core network and IP performance
* Complete any other tasks as may be assigned by the department ManagerSupervise the work of direct reports as applicable to ensure they meet their objectives, are kept motivated and perform in accordance with their job description.
* Undertake regular on the job training to ensure that direct reports have the necessary skills to undertake new or existing responsibilities.
* Delegate responsibility to direct reports as applicable, in accordance with their role and ability, to ensure they are developed and maximise their potential.Proactively take responsibility for self improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
* Other duties as directed by the Manager, Director or other superiors.
Requirements
* Required minimum ‎5 years of experience based in Core (packet & switch) network, IP/Transmission, Value Added Services, IT & Provisioning (all related Business Support Systems of a mobile network) in Mobile Operator.
* Very good knowledge of different Network and IT quality of service tools available in the market.
* Good knowledge of MS Office applications like Excel, Access, Word etc.
* Excellent command of both written and verbal English, Arabic would be an advantageStrong Analytical skills
* Strong Project Management skills
* Strong Technical skills
* Strong interpersonal communication skills