Quality of Service Manager

June 30, 2023 | Service Operations, Telecom Engineers & Technicians | 1 positions in Phnom Penh

Job responsibilities

The Performance Management Manager is responsible for ensuring end-to-end network and service quality (including radio, transport, core systems, upstream, and content delivery to end-users) provided to mobile and enterprise users, with a focus on meeting Governmental Quality of Service (QoS) requirements. The role emphasizes delivering high service quality and user experience to meet customer expectations and regulatory compliance.

• Develop, implement, and enforce QoS guidelines and policies in alignment with Governmental requirements and customer expectations.
• Establish and review network and service QoS performance baselines to support business objectives and goals.
• Define QoS metrics, KPIs, and requirements (e.g., service availability, quality, and QoS on system installation and acceptance).
• Develop and maintain internal service level agreements (SLAs) and operational level agreements (OLAs) to support QoS SLA towards end-users and customers.
• Perform network risk analysis and capacity planning to ensure the network's ability to meet QoS requirements.
• Assess customer service QoS performance, propose resolutions and track improvements.
• Manage QoS/SLA compliance, ensuring network planning and operations fulfill defined SLAs and regulatory requirements.
• Monitor and analyze service quality, report on service quality performance, and network resource performance.
• Track performance resolutions and performance degradation reporting.
• Oversee service QoS assurance for both regulatory compliance and business requirements. Mentor and support the professional development of junior engineers.

Job requirements

• Preferably a bachelor’s degree in computer sciences or a related field.
• 3-5 years of experience in the telecom industry, with a focus on 4G/LTE networks and enterprise services.
• Proficient in at least one of the network domains: Radio, Packet Switch EPC, Transport network (BGP, OSPF, ISIS, MPLS).
• Strong understanding of radio LTE networks and Governmental QoS requirements.

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