Key Accountabilities
Responsible to handle troubleshooting / resolving Fault Management, Customer & Carrier complains, efficiently communicating and effective incident handling.
Provide the needed on-time technical support to monitoring team for all issues happens in the domains.
Do the needful escalation and involve Second Line operations teams on time affecting manner in case of need and ensuring adequate follow up and problem resolution within contracted SLAs.
Performing periodic analysis of incident reports and observations to proactively prevent issues from occurring.
Overall responsibility of running network health check reports/queries/scripts and to highlight findings.
Handling daily Incidents/TTs as per du operation policies and scope of work.
Establish and maintain effective relationship within du and external parties (Business partners, Commercial teams, Customer Operations, IT etc.) till the resolution of faults.
Keep Team Lead and Manager up to date with regular progress reports on incidents progress.
Prepare/Maintains an up-to-date documentation Manual/diagrams of the existing devices/solutions to help in incident handling and supporting in day-to-day operation tasks related to the domain.
Ensure monitoring and analysis of vendor performance for incident handling.
Prepare incidents related technical reports and documentation.
Support new project/ services acceptance from SOC Operations.
Work on any network disasters, prepare and implement alternative plans and finally restore network to deliver specified service levels.
Support all efforts for the simulation and actual Disaster recovery activities in order to allow for successful service restoration in case of crisis.
Qualifications, experience, skills and competencies
Qualifications:
Bachelor’s degree in Telecom or relevant engineering stream
Experience:
Minimum 6 to 7 years of experience in IGW Network for telecommunication industry.
Thorough knowledge about call routing on the Soft switch.
Through knowledge about the pre and post digit analysis in class 4 gateways to analyse the issues escalated.
Knowledge of SIP protocol and capability of analysing the traces provided by partner or captured.
High level idea of service flow within the fixed voice network and IGW’s.
Knowledge of IP networks and the basic level of understanding of the routing protocols is mandatory.
Deep Knowledge of protocol like SIP, SS7, SIGTRAN, H.248, and Q.931 is mandatory.
Idea of network performance KPI’s like ASR, ACD, NER etc & knowledge of issues which impact performance is a must.
Knowledge of ITIL framework good understanding of operational process.
Experience in Huawei Soft switches Huawei ATCA SoftX3000, ISBC, UMG8900, Alarm & Performance Monitoring using Huawei U2000.
Knowledge of Genband C20/CS2K Soft switch, BVS and HIPCC.
Skills
Technical competence on IGW’s, ISBC technologies and Fixed Voice Network.
Technical knowledge and understanding of Mobile Core networks.
Problem Solving and Decision Making
Must have a friendly personality and good customer service skills in order to clearly and effectively communicate
technical situations to non-technical personnel.
Ability to handle multiple tasks at once, to prioritize, and demonstrate excellent follow-through on each task assigned.
Team Work and Cooperation able to motivate and inspire the team.
Good communication skills
Initiative and Commitment to Achieve
Must have exceptional customer focus – internally and externally.
Able to handle multiple complex problems in a highly stressful environment.
Analytical thinking.