Associate Director

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Ooredoo Group of Companies Full time
Background


The OSS Automation and Efficiency roles is a group-level roles that oversees OPCO technology transformation to bring a high level of digitalization and automation and ensure alignment with Group Technology Strategy.

This role works closely with other members of the group-level technology roles to conduct effectively group role in OSS automation management.

Provide Group-level strategic direction, support, expertise in Technology OSS Automation and Efficiency across the OpCos.


As the Associate Director OSS Automation & Efficiencies, you will lead a team of expert data analysts in developing and using AI predictive models to improve network performance, customer experience, and business outcomes.

In this central Group role, you will work closely with regional OpCos, a small team in Group Technology, and Group Marketing and Finance functions to understand business needs and objectives and deliver analytical insights and recommended priorities and actions to support those objectives.

Role Profile

AI model development and network data analytics:

  • Develop end-to-end AI predictive models using data science tools such as SAS, R, Python, and SQL, including feature extraction, data source identification and collection, pre-processing of data, training, scoring, and actionable insight extraction.
  • Combine models through Ensemble modeling to analyze enormous amounts of information to discover trends and patterns and generate insights through statistical measures, algorithms, graphs, and infographics.
  • Lead OpCo peers and Partners to develop and use AI models.

Data and Metric ecosystem development:

  • Lead Partners to ensure that all events, tasks, and activities that drive labor and costs are "instrumented," i.e., measured digitally, so that the data on these is available for subsequent analysis.
  • Liaise with other stakeholders to identify the metrics that facilitate the most effective modelling between Network Performance and Customer Experience. E.g., where Network Performance is measured by e.g., Throughput, latency, video buffering, voice quality Objective Customer experience as measured by a CX index Open Source Outside-Ins (Ookla, Tutela, Subjective Customer Experience as measured by (complaints, CSAT, VOC, NPS,) Business Performance as Measured By (Churn, ROA).
  • Liaise with other data stakeholders to maximize identity matching between different data sources.
  • Assess the effectiveness and accuracy of new data sources and data gathering techniques.
- monitor and analyze model performance and data accuracy.

Insight generation, initiative prioritization, and metric rightsizing:

  • Liaise with marketing and finance colleagues to understand current methods of measuring customer experience and customer value and co-develop improved metrics and/or methods of measurement for these.
  • Establish the Rightsized Network KPIs to meet the CX and business outcomes needed.
  • Generate insights to improve customer experience across touchpoints.
  • Quantify the key drivers of network operations manual workload and costs and support the ongoing development of agile projects to reduce these.
  • Visualize key network/business insights and data using advanced techniques and tools.
  • Propose solutions and strategies to business challenges using key insights from AA models.

Automation of routine tasks:

  • Lead the analysis to find and prioritize which activities need to be automated to deliver maximum reduction in manual workload.
  • Lead OpCo peers to find painpoints that will benefit from automation.
  • Lead Partners to ensure that these automations are programmed into the development plan.

Network Troubleshooting:

  • Analyze the efficiency of Network Troubleshooting in terms of total time, total labor required, and total handoffs between departments to resolve issues.
  • Develop Pareto analysis of issues driving total labor.
  • Liaise with colleagues to conduct ultimate Root Cause Analysis (RCA) and set up Permanent Corrective Action (PCA) plans.
  • Find causative links between network issues and CX issues and business outcomes through the development of AI predictive models.
  • Find "waste" in the troubleshooting process and opportunities to increase efficiency using AI/Automation.

Predictive and preventative maintenance:

  • Understand Partners' capabilities to develop predictive maintenance.
  • Analyze and prioritize the usecases that will deliver the largest benefits.

Network optimization (traffic forecasting, capacity):

  • Understand Partners' capability to forecast traffic and capacity and support the development of processes to optimize capacity deployment.
  • Analyze the Vendors' delivery of the traffic prioritization feature whereby hightier customers have the design level of Customer Experience even in periods of congestion.
  • Lead the Network Optimization teams to rightsize network performance KPIs and prioritize those aspects of network performance that require attention.
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