BSS operations Specialist
Telenor Pakistan Private limited
Total years of experience :20 years, 8 Months
Manage identification and escalations for all operational events affecting Telenor network, based on a ticketing system.
Involved in the customer meetings for acceptance and testing of NOC procedures and surveillance scenarios.
Define Process Flows, KPIs and SLAs at different stages
.
Ensured error free deployment of all Business support system releases/Patches.
Participate due role in fault reduction plans and improving operational efficiencies by getting maximum throughput through automations.
Build a team of engineers capable of smart supervision and arrange rotation plans to ensure maximum employee participation.
Escalations and follow up of emails related to prepaid/postpaid/MNP and provisioning with backend teams
Error console handling i.e. Resolving issues efficiently on time before issue is escalated.
Bulk loaders i.e provisioning of prepaid/postpaid numbers and other VAS related services.
Providing level 2 support to all Customer Support Department ( WIC and Franchise Teams, Postpaid Support Team, Call Centre Support Team)
Training of new Hiring and continuous grooming of existing team members.
Highlighting the major system issues to BE Team
Maintenance and handling of all computer labs networks.
Handling of all virtual universities exams conducted online
Done Master in computer science with subjects Network,Communication etc
Bachelor in computer science
F.Sc in engineering science subjects