Sr. Supervisor, VAS & IN QoS

Purpose of the job

To oversee and ensure optimal performance, reliability, and quality of service for Value-Added Services (VAS) and Intelligent Network (IN) Platforms. The role involves supervising the design, monitoring, analysis, and continuous improvement of VAS / IN services, ensuring they meet business requirements and customer experience standards.

Duties and responsibilities

• Lead the VAS / IN QoS monitoring activities through the available tools and Dashboards focusing on SMS, short numbers, SDP, AIR, Orange Money, Portal and Mobile Apps.
• Monitor, analyze, recommend solutions and follow up any network related problems in VAS / IN network areas
• Provide regular KPI health check of VAS / IN network nodes.
• Perform periodic services monitoring using active testing robots to detect the problems faced by customers by simulating a similar journey across the different touch points (Portal, My Orange, Orange Money).
• Provide support to live actions for other teams to evaluate general action impact on E2E network performance, to ensure service levels are maintained and react to any problem that may occur during action.
• Proactively work on emergent QoS issues and cross-domain bottlenecks that could affect future performance. (ex : new commercial offers and promotions impacting the charging node).
• Manage the development & creation of VAS / IN audit reports / dashboards for proactive monitoring and problems reporting to recommend solutions for concerned departments.
• Focus on problems / complaints concerned with high revenue domains (International, VIP, roaming).
• Manage the creation of Audit reports highlighting major problems and service interruption with causes of poor network performance to ensure having a pro-active problem-solving approach.
• Fill the gaps between the different technology teams and act as a liaison between them to reach the best E2E customer journey.
• Interface with commercial / Digital teams providing guidance & directing their investments & strategy regarding competition activities voice, services & data identifying the areas of strength / weakness.? Identify subordinates' development needs and set personal development plan including required relevant trainings & on-job coaching.
• Commit to system functionality and user satisfaction in rapidly growing and changing environments.
• Motivate, coach and mentor team members to inspire and maintain their high performance and ignite their skills.

Job specification

Education

Bachelor degree in Engineering Communications Department.

Experience

6 years of Professional expeirence in Telecommunications field

Skills and abilities :