Analyst, Voice of the Customer

Summary

Responsible for the operation and maintenance of the Limeware application servers in all markets to include participation and support of Incident, problem management & fix, lead the proactive and reactive Tier 2&3 level Support, KPI monitoring and analysis, proactive fault management and security management for systems of responsibility. Ensure the delivery of exceptional service, reduce downtime, reduce revenue loss, improved NPS and customer experience in the VAS environment. Additionally, the role of the Senior Solution Architect is to design solutions required to meet business requirements. It will be focused on the architecture development and integration of systems for business support systems (BSS) and operational support systems. This includes all billing systems and OCS platforms as well as Workforce Management, Provisioning, Trouble Ticketing and Inventory Management. Services / products generally include voice, video, data services via mobile and fixed network capabilities. Overall responsible for the solution quality, functional design and performance characteristics.

Responsibilities

• • Maintain limeware configuration for the management of the prepaid product catalog.This includes but mot limited to pricing, benefits to be applied and channel associations.
• • Manage service inventory for all the platforms that limeware interfaces to mainlining URLS, logins and password.
• • Manage geographic redundancy to ensure failover is available to clients. This includes ensuring that all servers are in sync with the operation package and configuration files.
• • Laise with commercial team to discuss any change request ensuring all the requirements are met.
• • Laise with the QA team discuss projects as required, including reviews of test strategy.
• • Laise with the OCS teams to ensure that any changes, issues detected are managed.
• • Laise with Engineering team to ensure that provisioning changes are managed.
• • Monitor the platforms and analyze KPIs in order to evaluate system utilization, performance and adequacy and fix issues or engage the responsible stakeholders for resolution
• • Provide Tier II technical support to the Customer Services and Technical Operations arms of the business in order to achieve and surpass fault resolutions targets as per Service Level Agreements and enhance customer experience.
• • Participate in the definition and enforcement of IT technical standards and practices, including all appropriate Standards regulation.
• • Critically assess system software and hardware upgrades and enhancements recommended by suppliers and Engineering team, ensuring minimal effects on service delivery while adhering to agreed Service Level Agreements
• • Prepare technical reports and analysis to include usage trend, system performance and other ad-hoc reports as required.
• • Support the change process by coordination of all operational changes with appropriate teams to ensure uninterrupted service or minimal service and revenue Impact.
• • Maintain currency of documentation for the various for compliance.
• • Collaborate with internal cross-functional teams and external technology partners to prioritize, estimate and complete projects in support of business
• • Plan and executed planned activities in scheduled maintenance window according to change management policy
• • Liaise with and support vendors to ensure full system functionality and escalate where necessary.
• • Manage spares such that there is no service impact and escalate any associated risk
• • Ability to travel where necessary to other OpCos to support system restorations as a Subject Matter Expert in case of disasters/ critical service or revenue impacting issue.
• • Maintain confidentiality of information as it relates to sensitive system data in the VAS environment.

Qualifications

• • Ideally, a University Degree in Electrical Engineering, Computer Science, Telecommunications or equivalent qualifications.
• • At least five (5) to seven (7) years working experience, in the maintenance of prepaid mobile services, of which two (2) years should be working on Amdocs Comverse One prepaid billing systems
• • Basic knowledge of Mobile switching networks including HLR, HSS, PCRF, PCEF, EIR will be an asset.
• • Knowledge of UNIX/LINUX variants, tcp/ip networking, caching and queueing.
• • Good interpersonal skill. Proven ability to establish and maintain effective internal and external working relationship and be a great team player.
• • Proficiency in oral and written communication. English and Spanish communication skills preferred but not a prerequisite.
• • Ability to make prudent decisions and operate under pressures of time and work.
• • Good research and analytical skills to include sound diagnostic and trouble shooting skills.
• • Proficiency in the use of various computer applications to support efficiency in job function.
• • Sound knowledge of safety, security and emergency procedures in handling and working with sensitive equipment.
• • Good time management skills to result in timeliness and quality output in all actions.
• • Basic programming skills

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