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Job ID Location Work Location
2200P6 Reading Dual Location - Home & Reading Office
Job Type Contract Type Hours Per Week
Professional Full-time
Shift Pattern Closing Date
Standard working week N/A

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

#LI-MH1

Through Trace level data and analysis conducted:

o Improve Customer Experience from granular customer experience data
o Accountable for the control of user experience design practice within an enterprise or industry architecture.
o Accountable for driving differentiation in customers experience from the data collected and analysed within the Customer Experience Management and other OSS platforms.
o The typical planning horizon for this role will be annually to drive customer experience management initiatives with the business and service owners.

Independently diagnose and resolve problems in the RAN/Core, as well as in the customer environment
Troubleshoot networking connectivity and performance issues on our Network, using Wireshark and other packet tracking and analysis tools. Assist stakeholders and partners in administrating and configuring our network

Author knowledgebase articles for customers and internal consumption, detailing the symptoms, cause, work-around and solutions of common and/or known issues.

Develop and enhance tools for analysing logs, stats and performance data collected within 3
Contribute to the effective and efficient handling of all levels of technical support cases from basic user questions to issues requiring more in-depth technical and problem-solving skills

Independently diagnose and resolve problems within our sphere of the customer environment
Follow and optimise standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Provide prompt and accurate feedback to customers.

Design, define and document support processes, training and knowledge-base articles for customer and internal consumption.

Link Analysis to Customer Experience

Role Fundamentals – Essential criteria

Experience in correlating customer experience and behaviour with technology to change service design to improve NPS
Technical ability in dealing with data – e.g. DB management, SQL Query writing
Experience in service design thinking practices within the telecommunications industry.
Proficient in TEMS, Wireshark, EXFO trace tools/systems
Quantifying and Qualifying Network issues that impact end users
Root Cause analysis of Failure Codes
Should demonstrate
Experience of working with and influencing various levels of management, building relationships and influence across teams and a wider community of other leaders and managers. A clear communicator.
Ability to lead, make decisions, problem solve and work within teams. Can demonstrate flexibility and agility to move between role types within teams.
Will have clear subject matter experience of their area (both technical and commercial) and ability to connect and work across multiple domains. Can demonstrate knowledge of their area articulated through key operating elements of people, process and technology.
Ability to contribute to the development of strategies (and/or service strategies) within their area and understand the importance of the customer experience and how this can be affected by service impacts.
Will have a high level, broad end to end understanding of our business and it’s operational performance and be able to demonstrate knowledge of working in a service orientated environment.
Will be passionate about the use of data and insight to make informed decisions, solve problems and input to operational and strategic plans. Can demonstrate the ability to gather, analyse and present information in business terms for management and leadership consumption.
Ability to work in a fast-paced changing environment that shows flexibility, resiliency, self-awareness and ability to support other team members.
Will have experience of working directly with partners to successfully deliver outcomes and will demonstrate an awareness of partner contracts.

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Three are a proud signatory of the Tech Talent Charter (TTC), working across industries to drive greater inclusion and diversity in technology roles.

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