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The Proactive Principal Specialist leads the technical delivery of proactive broadband solutions using Zhilabs, combining coding, data analysis, and automation to identify and resolve issues before they impact customers. It drives measurable improvements in customer experience, operational efficiency, and commercial value through predictive modelling and cross-functional collaboration.
Job Responsibility:
Design and deliver proactive broadband use cases using Zhilabs to detect service issues early and improve customer experience
develop and maintain clean, efficient code and scripts (e.g., Python, SQL) to support proactive user stories and automation
build and optimise dashboards that visualise network and customer metrics, enabling fast and confident decision-making
lead technical delivery of proactive initiatives from concept through backlog shaping, testing, and go-live readiness
apply predictive modelling techniques to forecast service degradation and prevent customer impact
implement workflow automations that reduce manual effort and support scalable, end-to-end delivery
collaborate with cross-functional teams to validate use cases via A/B testing and ensure alignment with customer and business outcomes
host regular interlock sessions to review defects, share insights, and identify new proactive opportunities
Requirements:
Proficient in Python and SQL
experience with APIs and automation tools
strong data analysis skills and experience with large datasets
skilled in dashboard creation using Power BI or Tableau
familiar with broadband service issues and repair processes
agile working experience and strong communication skills
ability to translate technical insights into business outcomes
strong background in service operations, technical delivery, or proactive service enablement
experience leading automation and data driven fault prevention initiatives, including the use of A/B testing to validate improvements
extensive experience and deep knowledge in Fixed and Mobile Network Design, Capacity and Performance management
experience in brand friendly communication through sms, email, voice campaigns
experience of building relationships across teams and partners
experience in CPE configuration and management using TR69 and other protocols