NW Service Assurance Engineer

Job Title NW Service Assurance Engineer
Sector
Operations
Division Technology
Department Network Operations & Experience Center
Section Performance & Service Assurance
Unit NW Service Assurance
Report To NW Service Assurance Manager
Main Job Purpose:
The primary objective of this role is to contribute to the delivery of reliable and high-quality mobile and
fixed network services by performing routine monitoring, reporting, and troubleshooting activities. This
role involves assisting in identifying service degradations, escalating issues, and contributing to service
improvement efforts. Additionally, collaborate with cross-functional teams to maintain service standards
and gain exposure to network performance practices while developing technical skills.
Duties & Responsibilities:
1. Monitor mobile (2G, 3G, 4G, 5G) network performance and service quality, generating hourly reports
and identifying basic issues for escalation.
2. Execute threshold-based monitoring to detect traffic drops or service degradation, supporting timely
investigation and resolution under supervision.
3. Coordinate with relevant teams during network maintenance and change control activities, ensuring
smooth execution and minimal service disruption.
4. Assist in resolving customer complaints by gathering data, analyzing service issues, and escalating
unresolved cases to senior engineers.
5. Collaborate with network operations, planning, and optimization teams to support service delivery
and address performance concerns.
6. Prepare performance reports and summaries for internal stakeholders, highlighting key metrics and
observations.
7. Support cost optimization efforts by identifying traffic loss trends and contributing to improvement
suggestions.
8. Participate in learning activities and on-the-job training to build technical knowledge in network
performance and service assurance.
9. Apply corrective actions to resolve basic network faults and assist in diagnosing recurring issues
affecting service quality.
10. Observe senior engineers during complex troubleshooting tasks to build technical knowledge.
Behavioral Competencies:
1. Communication: Shares information clearly and concisely with team members and supervisors.
2. Collaboration: Works cooperatively with colleagues and cross-functional teams to complete
assigned tasks.
3. Problem Solving: Applies standard procedures to identify and address routine service issues.
4. Attention to Detail: Carefully monitors network data and ensures accuracy in reporting.
5. Getting Things Done: Completes assigned tasks efficiently and follows through on responsibilities.
6. Proactivity and Taking Initiative: Demonstrates willingness to take early action on identified issues
and seeks guidance when needed.
Technical Competencies:
1. Telecom Network Knowledge: Understands the fundamentals of mobile and fixed network
technologies (2G, 3G, 4G, 5G, VoLTE) and their components.
2. Service Monitoring: Uses standard tools (e.g., Tableau, Power BI, Excel) to monitor network KPIs and
identify performance issues.
3. Fault Detection and Escalation: Identifies service degradations and follows escalation procedures to
ensure timely resolution.
4. Data Analysis and Reporting: Prepares basic reports and dashboards to communicate network
performance insights.
5. SLAs & Quality Awareness: Understands service level agreements (SLAs) and quality standards,
supporting compliance through routine monitoring.
6. Customer Complaint Handling: Assists in investigating service-related complaints and supports
resolution efforts under supervision.
Qualifications:
Education
A bachelor’s degree in Telecommunications, Electrical Engineering, Computer Science, or
a related field.
Experience
0-1 years of experience in telecom operations, service monitoring, or a related technical
support role.
Certificates Huawei Certified ICT Associate (HCIA) | ITIL Foundation are preferred.
Language Fluency in English (Written & Spoken).