Description
Responsible for Performance tracking of all Operations KPI metrics. Along with development of new performance KPI’s for all nodes in the fixed voice and Broadband network.| Job title | Operations Performance Lead |
| Location | Jamaica |
| Division | Technology |
| Reports to | Head of Capacity and Performance: Gregory Smith |
| Direct Reports | None |
Purpose of the Role
Responsible for Performance tracking of all Operations KPI metrics. Along with development of new performance KPI’s for all nodes in the fixed voice and Broadband network. This includes: Class 4/5 Soft-switch, Session Border Controllers, IP based PBXs and SONET/SDH ADMs, MPLS routes, IGR’S, CMTS nodes, BNG/BRAS nodes, etc....
Primary Accountabilities
- Lead All Operational KPI performance data capture and initial analysis.
- Drive all analysis of reporting for all CWC markets:16 Caribbean markets and Panama
- Drive all reports and actions with Engineering and Operations
- Drive development of New KPI’s as needed to meet/align with business requirements, customer experience, and Customer pain points.
- Work with Customer experience Performance lead to ensure that metrics are aligned with customer’s deliverables.
- Work with systems such as Tableau, Excel, Multiple databases, Solar winds, Cacti, Nagios, Kibana, to create performance reporting, and capture trending data.
- Support engineering and Performance team with validation of new tools to drive better metric tracking and deliver QoE metrics that align to customer pain points.
- Drive performance metrics and tracking for all new projects and node implementation into the network. Ensuring that all Key KPI’s are available and meet target expectations before project is handed over to operations.
- Work with IT and Customer experience to push process and tool development to increase first time resolution in the customer contact center.
- Work with all teams to develop processes to improve automation and proactive actions to improve Customers experience.
- Support Capacity planning lead in projections, and trending data to ensure we have the right data and statistics for correct future planning and CAPEX planning.
Experience
- 5-7 years ‘experience in a telecommunications environment designing, supporting operations, and/or performance tracking
- Experience with IP, and MPLS technologies.
- Experience with interaction with Telco carrier Voice/Data providers
Skills
- Telecom’s background a Plus
- Understanding of Performance reporting in Telecom is strongly desired
- Broadband (DSLAM, MSAN, IP core, BRAS), WiFi , TV and Metro Ethernet operation knowledge required
- Strong analytical and problem solving acumen, enabling support and assistance in advanced troubleshooting of customer and network based issues.
- Excellent interpersonal and communications skills (verbal and written).
- Must have strong understanding of all Microsoft Office applications, including Visio and Project.
- Experience with Tableau, Excel pivot tables, Database SQL data pulls is a plus.
- Understanding of base Telecom KPI’s and planning details such as: ASR, ACD, Availability, Capacity planning, Erlangs/Erlang B, Grade of service, etc..
Key Behaviors
- Experienced in effectively coordinating and executing multiple tasks simultaneously and efficiently while working with conflicting priorities in a fast-paced environment.
- Ability to build and sustain excellent relationships at multiple levels internally and externally with an emphasis on colleague engagement and teamwork.
- Self-motivated with the ability to take initiative in identifying and resolving problems independently. Monitors own work for quality.
- Strong planning and troubleshooting skills. Ability to assess impact of decisions.
- Personal drive and commitment to quality
- Positive attitude
- Team player
- Required to travel to other Business Units within the Caribbean.
Other Functions
Liaises with: Suppliers of Telecommunications equipment and services; Contractors; Key Customers
Working Practices & Relationships:
Key working relationships
- Network Operations teams for capturing all KPI data.
- Network operations teams responsible for monitoring core voice services and network up-time.
- Customer Experience teams responsible for capturing and providing metrics on customer issues and pain points.
- Capacity planning lead responsible for driving all projections for correct network and capex planning.
- Project management Office teams responsible coordination and tracking and fixed voice related projects.
- Network performance tracking and delivery of weekly reporting to Operations, Engineering, and Customer experience detailing any actions needed to address.
- Develop and drive new KPI’s ensuring they meet both Business and Customer requirements
- Drive performance tracking in all new projects being implemented. Along with ensuring the proper baseline KPI’s are included in the Contract plus the proper expected outcome KPI and levels expected on completion of the project deliverables.
Educational Qualifications
University degree (BSc) in Electrical Engineering (Electronics & Telecommunications), Computer Engineering or Computer Science or relevant discipline required
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