Case Handling Specialist
- Infinera
- 13 - 15 years
- Kolkata
- 9 months ago
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Job Description
As a Case Handling Specialist, you will be responsible for providing advanced technical product support within Care Service delivery in a tireless and 24x7 support environment. You will work to solve the complex troubleshooting tickets on the latest technology 4G/5G and Radio products. Served as a primary technical point of contact for customer support requests. Also, acts as a primary interface towards R&D for escalation of customer problems and their follow up till resolution. This requires good analytical and debugging skills with a proven ability to perform in a fast-paced environment and under time constraints while keeping attention to details.
You have:
- B.E / B. Tech Engineer graduated in Telecommunication / Computer / Software / Electrical Engineering or equivalent course with 13+ years of relevant experience in Customer Technical support.
- Leads and resolves complex technical situations, including deployment support, software upgrades, audits, and network expansions.
- Interact with customers for complex cases, providing workarounds and ensuring SLAs are met.
- Complies with emergency process requirements and ensures quick recovery for critical outages & tickets.
- Experience with debugging of the issues using the standard logs (EMIL, Syslog, MACTTI, Wireshark).
- Experience with Implementation, Integration, Acceptance Tests, O&M, and/or Care for Radio Products.
- Experience in 3GPP standards/ORAN/Cloud RAN/vRAN. Experience in troubleshooting and testing in L1/L2/L3/RF/IODT domain.
It would be nice if you also had:
- Usage of various log collection & processing tools. Any 3rd party certification - ex. RedHat, AWS.
- Understanding in Case Handling, including Emergency Support activities.Involvement in Training delivery and knowledge content creation.
- As a primary point of contact for customers experiencing technical difficulties.
- Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level, and manages and builds customer relationships on a day-to-day basis.
- Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
- Perform initial diagnosis of incidents and apply existing knowledge to find solutions.
- Collect logs using UTF, perform log analysis using available post-processing tools, and use advanced analytical skills to solve complex problems
- Works effectively in a mixed environment and collaborates with R&D teams for defect fixes.
- Collaborate within the team as well as act as a coach towards the less experienced personnel, and may lead technical projects with manageable risks. Participate in Emergency duty 24x7 as per roaster and resolve critical incidents.
- Participate in daily/weekly meetings within GSD and with Market & Customer teams to review the progress and enhance resolution efficiency.
Job Classification
Industry: Telecom / ISPFunctional Area / Department: Engineering - Hardware & Networks, Role Category: IT NetworkRole: System Administrator / EngineerEmployement Type: Full timeContact Details:
Company: InfineraLocation(s): Kolkata+ View Contact
Keyskills: Redhat Service level RF Debugging Telecommunication Customer support Customer service Troubleshooting Technical support Product support
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