Kirti Jain

Customer Experience Management Specialist @Rakuten Symphony

Gurugram, IN

Job description- Working as VIP Care Section lead in Customer Experience Management Department where handling team of 15 members based at Japan & IndiaResponsibilities- VIP issue proactive monitoring like out of service, voice quality issue, Video quality issue, RSRP degradation issue, data throttling issue, attach issue, high CST issue, any issue observed during international roaming End to end trace (RRC, RAN VSE- Vendor specific protocol to check BLER, DTX, Timing advance etc, X2-AP, Diameter, GTPC, SIP, User Plane) analysis to find the root cause and raise the ticket to the concern team (RAN, EPC, IMS, RCS, IR, Device etc) and co-ordinate with the concern domain till closure Proactively highlight if there is any issue observed in case of 5G NSA connectivity or performance and analyze to get RCA and check with the concern domain till issue closure Special Event monitoring with the help of traces Network level Release cause deviation monitoring and highlight if any issue found Further issue localization, impacted subscriber analysis and raise the issue to the concern team (RAN, EPC, IMS, RCS, IR, Device etc) and co-ordinate with them till the closure Customer index monitoring w.r.t user Development for Network AUTO RCA and User AUTO RCA technical logic for Automation

National Institute of Technology Durgapur

Bachelor of Technology - BTech