Senior Expert - Upstream Service Excellence and Analytics
About the position
Job Title: Senior Expert - Upstream Service Excellence and Analytics
Organization: Internet Services.Network Services
Closing Role: 23-June-2025
Please attach your updated CV while applying for this position
Role Overview:
The Upstream Internet Service Excellence and Analytics Expert will play a crucial role in ensuring the highest performance and reliability of upstream network and internet services. Utilizing their expertise in network analytics and service optimization, this individual will lead efforts to improve key performance indicators (KPIs), identify areas for enhancement, and implement data-driven strategies to boost service excellence. By collaborating effectively with internal teams and external partners, the expert will drive initiatives to optimize service quality, quickly resolve network issues, and ensure compliance with security standards. This role is essential in maintaining the integrity and efficiency of our upstream network, ultimately providing an outstanding service experience to users.
Key Responsibilities:
Excel upstream network performance by monitoring and optimizing bandwidth utilization and latency.
Lead efforts to enhance internet service KPIs, including latency, throughput, and packet loss.
Develop and execute data-driven plans to improve internet service excellence and customer satisfaction.
Utilize data analytics tools to identify trends, anomalies, and opportunities for optimization in service delivery.
Coordinate with key vendors such as Facebook, Google, and TikTok to optimize service quality and performance.
Drive troubleshooting and resolution of network issues related to internet gateways and peering connections.
Lead the implementation of routing policies to optimize traffic flow and minimize latency for improved service delivery.
Collaborate with IIG partners to improve service performance, reliability, and resilience.
Manage internet gateway devices, including routers, switches, firewalls, and load balancers, to ensure optimal functionality.
Ensure compliance with security standards, policies, and best practices in all aspects of network management.
Employ existing analytics alongside the acquisition of new tools and dashboards to optimize service performance.
Comprehend various internet service benchmarking indicators and technologies to sustain a leading position across all dimensions.
Maintain comprehensive documentation of network configurations, policies, procedures, and performance dashboards.
Education & Experience:
Bachelor's degree in computer science or electrical engineering or a related field.
Proven 4-6 years of experience in network engineering, service optimization, or a related role, with a focus on upstream services.
Certification in CCNA / CCNP (or equivalent), with strong knowledge of IP networking fundamentals, including addressing, routing, switching, VLANs, subnetting, and firewall concepts.
Deep understanding of IP planning, Internet framework and applications.
Expertise in troubleshooting and resolving network issues related to internet gateways and peering connections.
Deep understanding of routing and internet protocols, traffic optimization, and network security best practices.
Personal Characteristics and Behavior:
Strong analytical skills and proficiency in data analytics tools for performance monitoring and optimization.
Experience in coordinating with external vendors and partners to optimize service quality and performance.
Excellent communication and collaboration skills, with the ability to work effectively in cross-functional teams.
Detail-oriented with a focus on maintaining accurate documentation and performance dashboards.
Ability to adapt to changing priorities and thrive in a fast-paced environment.
Commitment to continuous learning and staying updated on emerging technologies and industry trends.