What you’ll be doing...

Service Assurance Data Analyst: Responsible for establishing and driving improvements of key performance indicators of wireless based internet service product, by learning the architecture and customer experience E2E, determine relevant KPI’s, establish agreements with stakeholders on appropriate SLA’s, provide requirements on how to collect and measure these KPI’s, establish Kadence and process to gauge and monitor the KPI’s, and work with the various teams to resolve issues as they come up, as well as help drive improvements in the experience on going.

The ultimate objective is to ensure proper data is collected, then convert the data into meaningful and actionable information relevant to the business to help drive improvement in KPI’s, and cost out of the business

Responsibilities:

  • Gather and analyze data to determine impact to business operations.
  • Prepare and maintain various detailed records, documentation, and reports in order to provide information for summaries, presentations, and ad hoc reports.
  • Translate data into accessible and meaningful forms.
  • Identify, analyze, and interpret trends or patterns in complex data sets.
  • Identify Product KPI's to track: leveraging direct access to tools, data, and systems. Define KPIs, establish agreements on acceptable values (SLA's), and establish process to monitor compliance and drive improvements ongoing.
  • Provide diagnostics tools / logs requirements.
  • Establish dashboards for monitoring trends in system logs, tickets, and setup alerting.
  • Maintain and report on hardware and software failure rates, call trends, top call drivers, and applicable performance stats.
  • Analyze trial results, and provide input on readiness.
  • Report on release performance post deployment.
  • Preparation and distribution of monthly reports to executive management, and accounting.
  • Track System Availability: Track E2E System and Network outages.
  • Track System Performance: Monitor parameters such as UX response times, Router crash rates, memory utilization, Transaction success rates, internet speeds, WiFi quality, etc…
  • Track Field metrics such as Care call in rates and dispatches.

What we’re looking for...

You will need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Six or more years of relevant work experience.
  • Six or more years of experience in IT, with a strong experience in test strategies and E2E quality and service assurance.
  • Ability to be passionate and obsessed in providing the best customer experience possible.

Even better if you have:

  • A degree.
  • Strong knowledge & hands on experience of data stores technologies including databases, data warehousing, and data lakes.
  • Strong experience in using data management and reporting tools such as running queries, building data relationships, data quality and integrity validation.
  • Experience gathering as well as providing business requirements.
  • Experience in project/ program management.
  • Ability to work on a large scale product, collaborating with several stake holders.
  • Strong with SQL querying is preferred – stored procedures, enhancements, functions, etc.
  • Excellent analytical and troubleshooting skills. Familiarity with Splunk, ELK, Tableau and similar data analysis and reporting tools.
  • Experience in using defect management tools such as Altaian JIRA, including ability to create dashboards.
  • Experience on wireless products.
  • Excellent written and verbal communication.
  • Strong in MS Excel and other office products.
  • Ability to influence and drive change.
  • Ability to prioritize and execute tasks in a highly dynamic fast paced environment.
  • Willingness to travel 25% or less.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.

Equal Employment Opportunity

We're proud to be an equal opportunity employer- and celebrate our employees' differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.