Mobile Data Service Manager

Orange Romania’s Service Management Center Team is looking for a new colleague to coordinate all actions related to end-to end Quality of Service for Mobile Data, triggering and coordinating technical projects oriented at improving service experience for the customer.

You will grow in our team as part of a division which counts hundreds of professionals. We constantly try to improve our knowledge, share practices and stories from the "battlefield".

The colleagues with whom you will interact are radio access, core, billing, infrastructure engineers.

Your work will impact the digital experience of over 10 million people, and counting.
As a Mobile Data Service Manager you will insure the proper quality of service for the services, you will be involved in support operations and debugging tasks for the applications. You will analyze all sorts of KPIs and technical complaints, and come up with improvement plans and enhanced procedures to meet performance objectives.


what you will be doing:

• Analyse main root causes, trend of customer complaints rate, define actions to solve new issues, formal meeting with Customer Service department
• Define and perform benchmarking over chosen KPI-s. Define new KPI-s where necessary, follow-up on QoS KPI-s, formal meeting with service business owner. Defines and follows-up SLA-s, for the owned services.
• Follow-up service performance and customer's satisfaction for Mobile Data Services.
• Process and tools improvements. Meeting involved entities. 
• Represents Orange RO in the FTG end-to-end quality management projects.
• Technically supervise service implementation/change to check QoS is ensured/maintained
• Follow-up issues under investigation. Triggers and manages new performance improvement projects for new issues identified. Meeting with technical experts.
• Reporting: presentation of QoS status in meeting with management. Monthly review, actions prioritization.

what’s in it for you?

• Opportunity to work in a multicultural environment;
• Great work atmosphere (We are a fun team )
• Lunch tickets;
• Special subscription for sports and recreational activities;
• Medical plan subscription;
• Life insurance;
• Flexible working time;
• Technical & Soft skill trainings;
• Services and support designed to help you manage and balance your work/life priorities;
• Professional and private phone subscriptions.


who you are:

• You are able to work comfortably in a fast-changing environment on interesting technical challenges
• You have a passion for efficiency, performance and continuous improvement
• You are all about sharing and collaboration with your teammates

what are we looking for?

• Advanced knowledge in GPRS, UMTS, IP, Cisco, core network
• Basic knowledge information security
• MS Office
• Advanced English
• BS Telecom or Computers
• Experience in telecommunications 

nice to have:

• Experience in Project Management