Network Quality Assurance Manager
Vodafone
Total years of experience :24 years, 1 Months
• Leads network quality and customer experience performance KPIs monitoring and measurements 2G/3G/4G network. Suggests potential improvements and manages network enhancement projects with the Radio and Engineering Teams.
• Manages 3rd party network audits (National Regulator and Vodafone Group network audits).
• Responsible for monthly Network KPIs reporting to Vodafone Group from both network statistics and performing Local Network Benchmarking campaigns through drive test.
• Sets network/regional internal KPIs 2G/3G/4G targets.
• Works closely with the Commercial Team to analyze Network Customer Satisfaction Surveys to bridge the gap between customer satisfaction and network KPIs.
• Analyses monthly NPS (Customer Net Promoters Score) and National Regulator Network Quality Benchmarking Reports to identify areas of improvements in voice services and leads network enhancement projects.
• Focuses on network performance of VIPs/hotspots to provide a superior network experience to high-value customers.
• Carries out monthly competitive benchmarking analysis based on drive tests.
• Performs monthly network audit analysis and manages the Radio Teams to close network performance gaps.
• Conducts deep network/regional analysis based on statistics and drive tests to direct network investment.
• Assesses the quality of customer experience enhancements after network upgrades, new nodes and new features to ensure that company investment has delivered the expected quality targets.
• Supports the Commercial Team with the right messages about the network for media campaigns.
• Leads a cross-functional team of Senior Managers aiming to gain leadership over competitors in Egypt in the National Telecommunication Regulatory Authority (NTRA) benchmarking quality report - target achieved by April 2015.
• Created a new function inside the Voice of Customer Experience to monitor the transmission and IP network; has defined Customer Experience Indicators for that domain.
• Also created an IN (Intelligent Network) Quality & Performance Monitoring Unit, to serve prepaid customers.
• Improved RAN domain processes and KPIs to reflect a focus on customer experience.
• Led improvements in voice service monitoring tools, transmission links utilization thresholds and automated alarms.
• Played a key role in a Group exercise which made recommendations to Group Senior Management on the Customer Experience Department position inside group technology to deliver first class service experience to customers.
• Managed 2nd line support activities of the IN Network and Multi-mediation Systems Team to achieve targeted IN network availability; billing gateway, services IVRs and CCN nodes.
• Also built and then managed the Revenue Assurance function across all teams inside the technology department; worked closely with the Finance Department. This resulted in an 85% reduction in monthly deferred revenue.
• Developed a new notification system for alarms and trouble tickets which violated SLAs; this contributed to an increase in team performance against SLAs by 60%.
• Provided support in adding all IN network and billing gateway nodes to a highly stable backup system; this prevented loss of customer configurations in case of emergency or system errors.
• Led the Mobile Network 1st Line Support Teams in Cairo/Alexandria - 120 staff with seven direct reports with around 10Million EGP allocated budget OpEx /CapEx- to achieve Voice, Data and Transport Network targets, as well as ensuring full service availability; Transmission 1st Line Team, Core & Radio 1st Line Team, Backbone & GPRS 1st Line Team, Fixed Network 1st Line Team and Charging/IN & Multi-mediation/VAS/Payment 1st Line Team.
• Responsible for KPI and SLA management of Managed Services vendors (Ericsson and Huawei).
• Designed and led the Network Management Center (NOC) Transformation Plan: designed the capacity and structure of the NMC teams including OpEx/CapEx forecasts; led process reformatting activities to reach the required operational standards for the NOC and led the rewriting of team KPIs to achieve faster, fault free and effective operations handling. Identified the new NOC views/tools to achieve performance transformation.
• Played a major role in redesigning the NOC Engineers’ salary and benefits scheme; this greatly increased employee satisfaction and established a clear career development path.
• Planned a new outsourcing model, taking into account business versus against costs.
• Managed three teams: Fixed network 1st Line Team (which handled network problems for ADSL/SDSL customers), the Datacom/GPRS 1st Line Team (which handled network problems for 3G traffic and the IP backbone network) and the Transmission 1st Line Team (which handled access and core network transmission problems).
• Worked closely with external service providers including Telecom Egypt, TEDATA, Telecom Malaysia and Flag Telecom Italy to ensure that all processes and SLAs were in place to facilitate fast and efficient problem solving.
• Successfully integrated the Fixed Data Network NOC Team into the Network NOC Team; aligned processes & polices, integrated network monitoring tools into the existing network monitoring system, aligned team cultures, communicated with internal/external customers to change processes and established the Access Network Monitoring Function into the Transmission Operation Team.
• Managed the operation and maintenance of core network nodes - MSC, MSCS, BSC, RNC, MGW, ITP, TSG and SCP - assured network availability as per targets. Led a team of 12 who solved systems problems and emergencies on a 24/7 on call basis. Also handled vendor management including continuous performance monitoring and addressing areas of improvements as per agreed SLAs.
• Controlled OpEx and CapEx budgets; managed support deals and spare parts expenses.
• Played a key role in negotiating the best commercial support deals and SLAs with Ericsson.
• Led the Switching Support Team to replace vendor activities by in-house team which resulted in a 1.3 million EGP cost saving during 2009.
• Led technical and administrative activities for the SS/BSS Second Line Support Team. Followed-up implementation of planned and unplanned activities. Worked on call 24/7 to coordinate and facilitate emergencies.
• Led the Operations Team which worked closely with the Ericsson 3G Managed Service Team; carried out 3G network support operations prior to service launch and achieved a smooth handover between Ericsson and Vodafone.
Key Responsibilities:
• Carry out 2nd line support activities plus coaching and technical leadership for the network support team.
• On Call 24/7 to handle emergency cases.
• Handle day to day SS/BSS network problems
Key Responsibilities:
• Provide technical support and problem solving to Switching First Line Engineers, Network Performance
team, Core Network team and customer technical support team.
• Familiar with Protocol stacks of SS7over TDM, TCP/IP, SIGTRAN, MAP, ISUP, INAP, BSSAP, ALL5 ...
• Perform testing and acceptance for new nodes (MSC/BSC/SCP).
• Loading software corrections to handle the system software errors and perform software upgrades
MBA
· Bachelor degree in Electronics &Communicatios. Accumulated degree : Good. Graduation Project : Tele-alarm System . Project degree : Excellent .