Cell-C Vacancy for Senior High Level Support Specialist

Cell C’s products and services are supported by its highly advanced network covering 98% of the country’s population. It offers 2G, 3G, LTE and LTE-Advanced services and continuously invests in expanding and upgrading its network to offer customers the latest technologies. The network operates on three key bands 900MHz, 1800MHz and 2100MHz. Cell C has a roaming agreement in place with Vodacom to provide 2G and 3G services to customers in outlying areas.

In 2015, Cell C announced an investment of approximately R8 billion to rollout LTE. The company has already launched its LTE services in Gauteng, Kwa-Zulu Natal and the Western Cape and will continue its rollout in other metro areas in the country in 2016.

The company remains committed to offering innovative solutions for customers and recently launched its completely uncapped and unshaped fibre-to-the-home offerings.

Purpose of the Job

To support to support the Cell C mobile network on CS and PS service assurance. Provide end-to-end fault -, incident- and coordination services towards the high level of network quality and availability. Make recommendations towards improving the mobile network quality resulting in improved customer experience. Provide solid technical communication to the business on matters relating to mobile network. Conduct a review of failures and incidents towards action that will prevent a re-occurrence, ensure network availability, and reduce MTTR. Act as Technical Lead (either to co-ordinate or guide).

Main Responsibilities
1. Network Convergence

Understand the network building blocks and how they function as a unit.

Review and report on Network performance across platforms and correlate impact across domains.

Evaluate low and high level design documents and sign-off vendor architectural solutions.

Evaluate and participate in POCs and RFQ processes.

Document and update network system design documents.

Evaluate network design documents against what is implemented and report areas of breach of delivery terms.

Identify OPEX over expenditure through design and contracts

2. Network Analysis

Evaluate multi system KPIs and correlating cross systems impact.

Highlight and track general high utilization components of the mobile network until normalized.

Assess any planned changes to the mobile network and review once implemented.

Actively participate in projects and support various teams as and when required to meet project delivery goals and timelines.

3. High Level Support

Conduct fault troubleshooting at protocol level Make use of specialised toolsets to aid in problem analysis

Display advanced knowledge of call and message flows; provide support to business investigations upon request.

Initiate and lead cross domain and multi-vendor investigations.

Drive improvements on MTTR in order to minimize impact to revenue.

Compile incident reports and present when necessary to the business with a view of future preventative undertakings.

Draft and register Policies and Procedure towards the continued improvement of the operation and governance of the company.

4. Vendor Management

Review existing and new SLA contracts and identify areas for improvement.

Advise the company on SLA costs negotiation and aid in reduction of OPEX.

Interface with vendors and drive strict adherence to company governance policies and procedures.

Look for synergies amongst vendor service offering, toolsets and submit proposals to reduce SLA costs by combining functions and/or reducing features and licenses.

Compile and assess RFI/RFP/RFQ with regards to network quality assurance applications and/or tools.

Evaluate services rendered by the vendors and identify areas where OPEX saving can be achieved. E.g. service that can be rendered in-house through knowledge upskilling and knowledge transfer.

Conduct regular network audits and publish the results

Escalate overdue faults according to escalation procedures

Understand the impact of failures to the business and make decisions to minimize the financial impact while major outages are being resolved.

Educational Requirements

University Degree in Engineering, B. Tech or Engineering Diploma.

Skills and Experience
4 years’ experience working on wireless networks will preferred, explicitly in a telecommunications environment.

Advance knowledge of following technologies are mandatory, 2G, 3G, Wi-Fi and LTX

Knowledge and understanding of IP networks, routing principles, protocols and communication networks.

High level understanding of Mobile Network Interworking is required.

Familiarity of PS/CS Core networks
Multi-vendor technology awareness and exposure.

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