E2E Customer Experience SME, Customer Experience Management Department (RMI Cognitive Customer Experience Management Div)

Job Description:

About Organization

Leveraging a sophisticated blend of network engineering, data science, and analytics, the Network Intelligence Engineering team at Rakuten Mobile is a key stakeholder of the mobile network. We're a passionate group of engineers, data scientists, and analysts who monitor, optimize, and extract insights from the Rakuten Mobile network. We design solutions that elevate performance, transform data into actionable knowledge, and ultimately, empower the future of mobile experiences.

Why We Hire

Do you thrive in fast-paced environments where your expertise directly impacts millions? Are you passionate about building and maintaining cutting-edge technology that optimizes network performance?

We are seeking brilliant engineers to join our elite team focused on our transformative network optimization application deployed within Rakuten Mobile Network. In this pivotal role, you'll play a key role in ensuring the seamless operation and continuous enhancement of this critical technology.

Job Duties

• Performance Monitoring and Analysis:

Monitor key performance indicators (KPIs) of telecommunications networks, including but not limited to, network availability, throughput, latency, packet loss, and call quality.
Utilize network monitoring tools, performance management systems, and data analytics techniques to collect, process, and analyze performance data.
Identify trends, anomalies, and deviations from performance benchmarks, and investigate underlying causes of performance degradation.

• Performance Optimization and Tuning:

Develop and implement performance optimization strategies to improve network capacity, efficiency, and quality of service (QoS).
Collaborate with network planning and engineering teams to optimize network configurations, resource allocation, and routing parameters.
Conduct performance testing, modeling, and simulation to evaluate the impact of proposed changes and enhancements on network performance.

• Root Cause Analysis and Troubleshooting:

Investigate performance-related incidents, service degradations, and customer complaints to determine root causes and contributing factors.
Perform in-depth analysis of network elements, protocols, and traffic patterns to diagnose performance bottlenecks and inefficiencies.
Work closely with cross-functional teams to implement corrective actions and preventive measures to address identified issues.

• Capacity Planning and Forecasting:

Assess current and future network capacity requirements based on traffic growth forecasts, subscriber projections, and service expansion plans.
Conduct capacity planning studies, modeling exercises, and scenario analysis to anticipate capacity bottlenecks and proactively mitigate risks.
Provide recommendations for network upgrades, expansion projects, and technology migrations to support future capacity demands.

• Reporting and Communication:

Prepare regular performance reports, dashboards, and presentations to communicate performance trends, insights, and recommendations to management and stakeholders.
Collaborate with customer-facing teams to translate technical performance data into meaningful insights and actionable recommendations for customers.
Participate in meetings, workshops, and forums to share knowledge, best practices, and lessons learned related to telecom network performance.

Minimum Qualifications

Proven experience in telecom performance engineering, network performance analysis, or a similar role in the telecommunications industry.
Proficiency in performance monitoring tools, network performance management systems, and data analysis techniques.
Strong understanding of telecommunications protocols, standards, and technologies (e.g., GSM, UMTS, LTE, 5G).
Excellent analytical, problem-solving, and troubleshooting skills with attention to detail.
Effective communication and interpersonal skills, with the ability to convey technical information to non-technical stakeholders.
Experience with scripting languages (e.g., Python, UNIX Shell) and data visualization tools (e.g., DOMO, Grafana) is a plus.

Preferred Qualifications

At least 4 years of experience working in telecom Domain.

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