About the Role
This position requires 24/7 availability and the capability to handle escalations as needed. You will work closely with Carrier partners to resolve Trouble Tickets and generate various reports, including audit, health, and capacity reports. Your responsibilities will encompass IGW tasks, customer complaint handling, and configuring changes in IGW core nodes, specifically SOFTX3000 and SBC. You will be responsible for ensuring that Trouble Ticket resolution is carried out within agreed Service Level Agreements (SLA) while managing operations and maintenance of SBC and IGW systems. A key function of this role involves analyzing call flow and telecom protocol traces, ensuring strong communication with customers, especially in VIP care cases.
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Key Accountabilities
- 24x7 availability to handle escalations as required, coordinating with Carrier partners for Trouble Ticket resolution.
- Generate audit, health, and capacity reports.
- Perform IGW tasks, including testing with new partners.
- Conduct acceptance testing and implement new features.
- Handle customer complaints effectively.
- Execute configuration changes in IGW core nodes (SOFTX3000, SBC).
- Resolve Trouble Tickets within SLA.
- Maintain operations of the SBC and IGW.
- Analyze call flows and telecom protocol traces.
- Communicate effectively with customers, managing VIP care cases.
Qualifications
- Bachelor’s degree in Electrical & Electronic Engineering, Telecommunications, Computer Engineering, or a related field.
Experience
- Over 6-7 years of experience in Mobile Core networks (IP Nating, SIP, and SS7 Signaling) and telecom technologies, along with team management and analytical skills.
Skills
- Proficient knowledge of SS7 ISUP, SIGTRAN, SIP, IP network, and International Call Setup Call flow.
- Understanding of core protocols such as H.248, SIP, SS7, and SS7 over IP (SIGTRAN, SIP/SIP-I/SIP-T); knowledge of configuration and troubleshooting techniques.
- Skills in time and resource management.
- Strong report analysis capabilities.
- Excellent communication, flexibility, and customer service orientation.
- Ability to work under pressure while motivating and inspiring the team.
- Strong troubleshooting ability.
