Rich Communication Services Manager - VAS - SEC - CEM

RICH COMMUNICATION SERVICES MANAGER - SEC

Service Manager will be responsible for the delivery of QoE and QoS as per the commercial objectives for the Rich Communication services. They will be the senior service expert with business mindset and having significant service assurance experience across technology domains. The position will be responsible for monitoring the service performance parameters and Customer experience parameters and recommending suggested actions to the Business, NPE, NOC and P&O for delivering service as per the product description

KEY RESPONSIBILITIES

- Responsible for the delivery of service quality and customer experience from Network in line with RJIL's commercial objectives for RCS
- Ensure proactive service performance monitoring and suggestions for corrective actions for RCS
- Ensure proactive Customer Experience monitoring and suggestions for corrective/preventive actions for RCS
- Operational readiness of the operations organization for the launch of new products under the RCS service family
- Analysis of deviations in service quality/customer experience dials and generate work instructions to the respective teams wrt RCS
- Interface with business on service performance expectations and develop as well as continuously improve the service model in association with NPE
- Support NOC teams in Problem Management wrt Rich Communication Services

EDUCATIONAL QUALIFICATIONS

- Engineering Graduate in Electronics and Communication Engineering

YEARS OF EXPERIENCE (MINIMUM & MAXIMUM)

- 15+ years experience in multiple areas across RAN (4G), Core Network and Fixed Line Network. Sufficient knowledge of Rich communication services through IMS platform is essential

WHAT ARE THE ORGANIZATIONS THAT THE CANDIDATE SHOULD HAVE WORKED FOR?

- Telecom Service Provider Companies like Bharti, Vodafone etc
- Telecom Managed Service Provider companies Like Ericsson, NSN etc

WHAT ARE THE NATURE AND SCOPE OF RESPONSIBILITIES THE CANDIDATE SHOULD HAVE HANDLED?

1. Service Quality Analysis for customers in Telecom Domain for renowned operators - Mandatory

2. Should have handled Rich Communication Service Assurance preferably through IMS platform - Mandatory

3. Should have handled Customer behaviour and usage analysis for some Rich Communication services - Mandatory

4. Business mindset and ability to analyze E2E Network required to deliver services - Mandatory

5. Good knowledge of Converged Network Operation processes & their implementation - Mandatory

KNOWLEDGE & SKILLS (INDICATE WHICH CRITERIA ARE MANDATORY)

1. Expert understanding of RCS Service operations and its requirement from network - Mandatory

2. Knowledge of 3GPP standard based Telecom network - Mandatory

3. Knowledge of IMS architecture and Services through RCS - Mandatory

4. Knowledge of Telecom Customer experience and expectation Analysis - Mandatory

5. Excellent Oral and written communication Skills - Mandatory

6. People and Team Management Skills - Mandatory

7. Experience of using CEM tool - Preferred

8. Exposure to ETOM - Preferred