Designation: Senior Technical Engineer (L2-Operations) (Permanent Role)
Domain Expertise:
Excellent understanding of GSM (Packet Core, MSC, HLR, STP, SS7 signalling, GGSN) and VAS Services (IN, SMS, USSD, MMS & GPRS)
Experienced in IP networking, routing, connectivity, etc.
Minimum 2-year Work experience, preferable in an O&M VAS & IOT environment with a mobile operator
Technical know-how on MAP, INAP, CAMEL, GPRS, TCAP, SCCP, ISUP, SIGTRAN protocol stacks
Diameter call flow for AAA
Working knowledge of CDRs
VOIP/SIP protocol
Technical Skills:
Set 1: UNIX (Sun Solaris/Linux), Shell/Perl/python Scripting
Set 2: Tools like Wireshark, postman, ticketing tool, Nagios
Set 3: Working knowledge on API Workflow & Testing
Set 4: SQL / Database Configuration & Maintenance
Set 5: Physical Server / VM basic Installation & Management using ILO/AWS/RDS/IDREG or equivalent
Set 6: Knowledge of VLAN, IP, SFTP
Set 7: Core network elements like HLR/HSS/SMSC/STP/MSC/SGSN/GGSN/Packet Switching
Experience:
4+ years relevant experience with minimum 2 to 3 years in the wireless Telecom Domain
Strong analytical troubleshooting work experience
Preferred:
Knowledge or work experience in technologies related to Connected Car /IOT solution
Knowledge or work experience in technologies related to Load Balancer / High-Availability / Geo-Redundancy Solutions
Knowledge or work experience in technologies related to APIs interworking / error codes
Knowledge or work experience in using tools / third party software such as Swagger, Wireshark, Hadoop, Kafka, Hazelcast, Security Certificates, WGET, POSTMAN, SOAP, TCP dump
Knowledge or work experience in troubleshooting and analysis on SS7/GTP/GRX/Diameter/SIGTRAN
Soft Skills:
Willing to work in Night shifts
Self-learner & Team Player
Excellent Communication Skills
Excellent Spoken and Written English
Process Oriented
Good in Process/Operation/Project documentation such as SOPs/MOPs
Good in Daily Operations/Updates/Follow-Ups
Open to Travel
Key Responsibilities:
Responsible for handling Level 1 and Level 2 analysis, trouble shooting and resolution.
Responsible for handling product queries.
Handling all the communication related to the assigned customer accounts.
Coordinating the issues internally and with outsourced partners, service providers (ISPs, ILD/NLD carriers) and onsite teams.
Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
To interface with customer for all CSRs internal and external.
Emergency CSR handling on a 24/7 service level, with on call support.
Implement workarounds to limit customer downtime. Subsequently follow-up and ensure implementation of permanent solution.
Participate or organize Technical Call Bridge to address technical diagnostics & collaboration with customers and partners.
Maintain all the connectivity and account details from a support perspective to provide efficient support.
Ensuring SLAs to better level than customer contract.
To execute tasks allocated by the reporting manager in a timely manner
Coordination with customer/partner SPOC for all technical aspects
Coordination with customer/partner SPOC for Hardware / VM / Software Installation / Configuration including OS install, RAID configuration, high availability module, IP allocation
Multitask and handle various tasks based on priority
On-site assistance to Network Specialist for connectivity (e.g. MPLS) related technical and logistics aspects
Coordination with customer/partner SPOC for all on-site tasks including structured cabling, labelling, rack mounting, equipment powering etc.
Coordination with customer L1 / NOC teams including basic and detail level filtration & troubleshooting
Coordination with L3 team
Incident management, reporting, RCA preparation
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