Manager Network Performance & Complaints

Department & Function: NOMC

Position: Manager Network Performance & Complaints

Location: Islamabad

Reporting to: Dy. Director Service Operations & Network Reporting

Last Date to Apply : 28th September, 2025

Job Purpose:

• The Manager Network Performance & Complaints is responsible for ensuring high network performance, reliability, and customer satisfaction by monitoring network KPIs/KQIs, handling escalated customer complaints related to network quality, driving root-cause analysis, coordinating corrective actions, and continuously improving service experience and operational processes

Job Responsibilities:

• To lead the team in monitoring network KPIs/KQIs (voice, data, latency, throughput) using OSS/EMS, SmartCare, and CEM platforms.
• Monitor both real‑time and periodic KPIs/KQIs to detect performance degradation; ensure targets are met.
• Establish thresholds and alerts; ensure alerts are routed/handled properly.
• Correlate customer complaints with network alarms, KPIs/KQIs degradations, outages; drive Root‑Cause Analysis (RCA).
• Coordinate with domain owners (RAN, Core, Transport/IP) and vendors to ensure corrective/preventive actions.
• Manage escalated customer complaints related to network issues (voice quality, drop calls, latency, data throughput etc.).
• Be the escalation point for customer complaints related to network.
• Investigate complaints: correlate with network KPIs, alarms, outage reports, performing Root Cause Analysis (RCA).
• Coordinate with relevant internal teams (RAN, Core, Transport, OSS, Customer Experience) to resolve issues.
• Ensure team adherence to SLA timelines for complaint closure, RCA submission, and preventive action implementation.
• Serve as escalation point between Customer Experience and Technology domains.
• Define, monitor, review network performance metrics and thresholds; generate dashboards and reports.
• Build team capabilities through mentoring, skill development, and instilling a culture of proactive monitoring and operational excellence.
• Continuously improve operational processes: SOPs/MOPs, escalation mechanisms

Education:

• Minimum of Bachelors degree preferably in Electrical / Telecom Engineering with relevant or similar nature of experience

Experience:

• Minimum Experience: 4 yrs. or Above