International Roaming and Messaging
Zain - Jordan
مجموع سنوات الخبرة :10 years, 4 أشهر
• Coordinating with related teams (such as IREG, TADIG, etc…) for launching new GSM, Data, CAMEL
and LTE Roaming services to ensure the proper implementation of the required services.
• Handling LTE Roaming Footprint expansion with all major partners, for both Inbound and Outbound Roamers, in terms of coordination, communication, and performing the related operational tasks.
• Handling and troubleshooting all Roaming faults and problems with the related technical teams,
Customer Care and roaming partners in a timely manner, and on a 24/7 basis.
• Extracting, monitoring and analyzing the Roaming KPI’s on daily basis, as well as highlighting and
performing the needed investigation for any change in trend.
• Coordinating with the Data Clearing House and the Financial Clearing House periodically for the
needed updates and responding to requests and inquiries.
• Performing periodic testing in order to maintain and enhance Inbound and Outbound Roaming
Quality of Service.
• Maintaining good relationships with international roaming partners, as well as handling SIM cards,
performing the required testing and responding to inquiries and requests.
• Analyzing the overall behavior patterns for roaming customers, through data extraction and
processing tools, and reporting the findings.
• Keeping track of latest GSMA guidelines and operating procedures, through monitoring of authorized
channels (such as Official Emails, Related Websites, etc …).
• Participating in developing the Roaming strategy, in order to accomplish the intended objectives and
to achieve strategic goals.
• Managing relationships with roaming vendors and suppliers, and handling the related invoicing after
performing the needed validations.
• Performing other duties related to the job as assigned by the direct supervisor.
• Working in shifts as per monthly schedule to support the surveillance of technical systems includes IT systems and
• (Core, Radio, Transmission) in both 2G and 3G Networks on a 24X7 basis.
• Fault Management - Handle the faults that may occur on network elements and resources of 2G and 3G Networks
• (Core, Radio, Transmission & IT), through the use of existing platforms and dashboards and to proactively monitor the networks for any possible issues that may lead to service degradation.
• Detect report and escalate network failures and problems as per procedures.
• Performance Management - Identifying cell sites and network elements (Radio, Core & IT) with low performance and taking measures to ensure best quality and performance according to procedures.
• Work closely with field teams and third party facilities when required to report failures and coordinate tasks.
• Writing up and preparing the daily/periodically reports (Outage report, stats reports, sending daily e-mails and updates .., etc) all where required.
• Implementing RAN Optimizers’ operational requests and supporting other teams’ network planned activities.
• Communicating with Operations shift’s mates continuously to provide updates of network failures and issues.
• Auditing alarms and status of network entities periodically and ensuring normal operation during the shift.
• Ready to handle additional responsibilities as and when needed by the department/division/business.
• Responsible for the security, Confidentiality & Integrity, of all information assets within his responsibilities in accordance with the company’s Information Security Policies.
•Responsible on receiving customer complains through the ticketing system, direct by phone, through Mada Locations, email or any other tool. Complain types are: WiMax, VoIP, Mail, Browsing, corporate customers complain and any other type of complains that approved by the technical support team leader.
• Responsible on updating the tickets.
•Responsible on solving and closing complains and tickets within the SLA agreed with the technical support team leader.
•Advise customers regarding the product’s proper use and address specific user issues.
•Ensure customer satisfaction and excellent customer experience.
•Assist the customer base during installations.
•Responsible on investigating the problems and escalating it when it requires an action from his team leader or any other team.
•Use the available tools “Land line, VoIP lines, Mobile, Car” to contact the customer and solving his problems.
•Sending a daily/weekly/monthly reports to the team leader about the assigned tasks.
•Installing outdoor units.