Leading the Mobile QoS & CEM Systems Software Engineers, responsible for the development and implementation of the CEM (Customer Experience Management) system architecture. Maximize the rate at which data from probes, logs, agents and other sources is ingested and aggregated with exceptional cost-efficiency. Allows real-time analytics and visualizations for detecting network and QoS issues as soon as data from all sources is ingested.

Job responsibilities:

-           Functional Management

Monitor and manage the performance of team by assigning tasks and remove any blockers

-        Review the architecture of the system and orchestrate the integration with other teams

-        Deliver required training programs to the team to enhance the performance

-        Manage projects requirements gathering and delivery process with different teams

-        Accomplish engineering and organization mission by completing related results as needed

-        Manage the communication with vendors for support of systems and applications

-        Collaborate with team and telecom SMEs to brainstorm and create new products

-        Manage team members specified in different and wide technical knowledge areas, assigning tasks and following up on projects to assure deadlines are met.

-        Manage team members responsible for handling the VIP customers Data quality enhancement and recommending their customer experience enhancement areas.

-        Interfacing and coordinating the activities with different teams inside the technology teams like PS Access, Core, DN, Optimization, Radio and IT as well as outside the technology like Commercial (Marketing & Sales) and Finance.

-        Interfacing and dealing with entities outside the company including but not limited to Orange affiliates in projects that involves SKC and SMC centers.

-        Managing different suppliers and vendors directly related to scope of work such as Polystar, Netscout, EXFO, Huawei, Nokia, and Ericsson.

-        Manage outsourced resources and setting targets for them to align with team targets.

-        Develop and maintain a solid view of overall customer experience and satisfaction and be the customer advocate within the technology and across the company and within the group.

-        Assess and introduce new technologies supporting Big Data QoS Echo System and suggest improvements and enhancements.

-        Plan year to year CEM system upgrade requirements with suppliers in the light of the Data Domain.

People Management

-        Mentor team members and assign them to appropriate responsibilities.

-        Handle different tasks load and responsibility matrix across the different team members.

-        Design and plan technical and functional training requirements for team members and ensuring continuous individual development.

-        Conduct regular performance/competency evaluations and following up on it for team members while delivering constant constructive feedback for higher achievements and further development.

-        Conduct performance appraisals for team members.

-        Motivate and reward high performers.

-        Design specific development tracks to address low competency skills.

-        Conduct regular meetings with team members to strengthen communication and ensures sharing the same objectives and address team concerns/recommendations.