Service Quality Manager (m/w/d/x)
Core
Monitor service quality KPIs and their impact on customer experience, analyze service disruptions, and develop E2E monitoring solutions.
Role type
Service Quality Manager
Builds
E2E monitoring solutions and service quality frameworks
Domain
Telecommunications / IoT / Network Operations
Required skills
Error analysis, Continuous process improvement, Training program development, ITIL, 4G/5G mobile networks, Network protocols (TCP/IP, BGP), Network monitoring (Kibana, ELK), Ticketing systems (HPSM, CASM, Jira), Analytical thinking, Problem-solving, Automation of configurations, Juniper MX IP Sec GW, Mavenir and Huawei PGW
Technologies
Kibana, ELK, HPSM, CASM, Jira, TCP/IP, BGP, 4G, 5G, Juniper MX, Mavenir, Huawei PGW
Responsibilities
Monitor service quality KPIs and customer experience impact, Analyze service disruptions and identify root causes, Develop and optimize E2E monitoring solutions, Optimize contract structures and knowledge management, Identify stakeholder training needs and develop training content, Conduct supplier benchmarks and implement performance improvement measures for hosting partners, Lead parts of projects
Seniority
Mid-level, hands-on IC
