To carry out network benchmarking and measurements and provide visibility to the relative ranking of MTN network against competitors.
To measure the network indicators and provide NWG with data and information on comparative analysis.
To evaluate trends in network performance and recommend solutions to optimize network performance.
Description:
Proactively identify and escalate areas with network coverage issues, poor network services, loss of signal strength, and data service faults on the network to avoid loss in revenue.
Manage and analyze benchmark drive tests for the QoSQoE field measurements conducted by third-party vendors.
Generate comparative analysis reports from vendor drive test activities.
Network performance analysis and trends are reported to the relevant units for necessary actions.
Investigate network-related exceptions and give relevant recommendations for network QoEQoS improvement.
Carry out competitive networking benchmarking test analysis with recommendations and coordinate activities to ensure MTN Nigeria’s competitive edge performance.
Proactively and reactively measure and report end-user perceived service quality and provide a basis to drive an improved experience.
Relating with the radio planning and optimization team, ensure that all radio-related issues are resolved and timely.
Engage with Managed Service Vendors to deliver an improved customer experience.
Liaise with the customer experience team on the network-related components of the Net Promoter Score (NPS).
Engage with Customer Relations (CR), ensuring that network-related customer feedback is resolved and closed.
Relating with the Radio Planning and Optimization team, ensure that all radio-related issues are resolved and timely.
Follow up with network complaints to ensure faster resolution of service quality issues and customer complaint calls.
Ensure NPS and customer experience index improvement as agreed by the business.
Education:
First degree in Electrical / Electronics, Computer or Telecommunications Engineering.
An MSC or M.Eng. is an added advantage.
Fluent in English
Experience:
3–7 years experience in an area of specialization, with experience working with others
Experience working in a medium organization
Experience in 2G and 3G radio optimization.
LTE optimization and multi-vendor experience are added advantages.
Expert knowledge of 2G and 3G drive test analysis and reporting using TEMS investigation and discovery software. Knowledge of the LTE drive test is an added advantage.
Experience in network performance analysis, trending, and reporting in a managed services environment or setup.
Capable of leading process analysis and providing objective feedback on areas for improvement.
