About the Role
This role involves troubleshooting and resolving Fault Management, as well as handling customer and carrier complaints efficiently. You will be responsible for providing technical support to the monitoring team, ensuring incidents are handled effectively, and following up with the appropriate teams to resolve issues within contracted SLAs. A key focus will be performing periodic analyses of incident reports to prevent future issues, conducting network health checks, and maintaining effective relationships across various teams until resolution.
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Key Accountabilities
- Handle troubleshooting and resolving Fault Management, Customer & Carrier complaints, ensuring effective incident handling.
- Provide timely technical support to the monitoring team for issues occurring in the domains.
- Escalate issues to Second Line operations teams promptly when necessary and ensure adequate follow-up and problem resolution within contracted SLAs.
- Conduct periodic analysis of incident reports and observations to proactively prevent issues.
- Run network health check reports/queries/scripts and highlight findings.
- Manage daily incidents/ticket tasks in accordance with operational policies and scope of work.
- Establish and maintain effective relationships within internal and external parties until the resolution of faults.
- Keep Team Lead and Manager updated with progress reports on incidents.
- Prepare and maintain up-to-date documentation manuals and diagrams of existing devices/solutions to assist in incident handling and support daily operational tasks.
- Monitor and analyze vendor performance for incident handling.
- Prepare technical reports and documentation related to incidents.
- Support new project/service acceptance from SOC Operations.
- Manage network disasters by preparing and implementing alternative plans to restore services.
- Assist in simulation and actual Disaster recovery activities for successful service restoration during crises.
Qualifications
- Bachelor’s degree in Telecom or relevant engineering stream.
Experience
- Minimum 6 to 7 years of experience in IGW Network within the telecommunications industry.
- Thorough knowledge of call routing on the Soft switch.
- In-depth understanding of pre and post digit analysis in class 4 gateways for issue analysis.
- Knowledge of SIP protocol and the capability to analyze traces provided by partners or captured.
- Familiarity with service flow within fixed voice networks and IGWs.
- Basic understanding of IP networks and routing protocols is mandatory.
- Extensive knowledge of protocols such as SIP, SS7, SIGTRAN, H.248, and Q.931.
- Awareness of network performance KPIs like ASR, ACD, NER, and knowledge of issues impacting performance.
- Solid grasp of the ITIL framework and operational processes.
- Experience with Huawei Soft switches, including Huawei ATCA SoftX3000, ISBC, UMG8900, and Alarm & Performance Monitoring using Huawei U2000.
- Knowledge of Genband C20/CS2K Soft switch, BVS, and HIPCC.
Skills
- Technical competence in IGWs, ISBC technologies, and Fixed Voice Network.
- Knowledge of Mobile Core networks.
- Strong problem-solving and decision-making abilities.
- Friendly personality with good customer service skills to communicate technical issues effectively to non-technical personnel.
- Ability to multitask, prioritize, and demonstrate excellent follow-through.
- Teamwork and cooperation skills to motivate and inspire team members.
- Good communication skills.
- Initiative and commitment to achieving results.
- Exceptional customer focus both internally and externally.
- Capacity to handle multiple complex problems under high-stress conditions.
- Strong analytical thinking.
Benefits and Work Environment
- You will engage in a dynamic work environment focused on meaningful connections between brands and their customers.
- The company is committed to delivering exceptional customer experiences, positioning you to positively contribute to the growth of clients and talent.
Additional Information
- Following a review of the key responsibilities, candidates should be aware that they will be required to complete an AI-based chat interview as part of the application process. The interview is not timed but should be completed within a reasonable timeframe for the application to progress.
