Customer Service Engineer - Mobile and Roaming

Job description

• Manage Emails and incoming incidents from Global customers
• Identify different cases related to SS7 (SMS, link issues, SAI/UL)
• Identify and managed basic cases like link issues, SMS and SAI/UL transiting on our STP
• Expertise to use trace tools to check SAI/UL KPI of a destination Ability to interact with technical teams based on the analysis derived
• Good understanding of business aspects of products
• Call flow of SS7 messages involved in attachment process
• Ability to corelate the IP transport layer with the problem of roaming
• Can understand more complex SS7 traces where options are involved (ITU ANSI, SMS control, steering, SMS roaming info)
• STP>> Routing and links knowledge
• Knowledge of SMS flow
• SMS>> A2P, P2P
• Detecting SMS related issues and problematic end
• GT based routing, GT overflow
• Resolving of Critical, Medium Low Incidents and define the overflow in case of major outage
• Roaming issues, monitoring and detecting the issue
• International Roaming > 3G, LTE, 4G, diameter
• LTE /Diameter
• Identify different cases related to LTE (link issues, AIR/ULR) and the process to engage right entity
• Knowledge of LTE, Diameter, ULR, AIR, 4G, cancel )
• Use of Analytical tools to check AIR/ULR KPI of a destination
• Knowledge of advanced feature of DSR observer like DSR configuration (rules), DSR Measurements and Traffic by operators (QoS)'
• Call flow of diameter messages involved in 4G/LTE attachment process
• knowledge of Steering
• Knowledge of GTP-U, GTP-C
• Good network support knowledge and experience
• Service oriented, customer-focused with good customer service skills
• Good networking/communications background
• Good interpersonal skills
• Good time management, organizational and communication skills
• Ability to work under pressure
• Ability to deal with multiple tasks
• Proactive, self-motivated and determined attitude
• Problem solving skills
• Able to cover Flexible working hours/shift patterns as and when required (24*7)
• Strong proven knowledge of the Network Operations environment, systems, protocols and services
• Excellent diagnostic and network troubleshooting skills
• Ability to understand, analyze and resolve problems quickly
• Good interpersonal skills and the ability to communicate effectively at all levels and with all nationalities and cultures
• Proactive attitude to use his/her initiative to react quickly, to work effectively in emergency situations under minimum supervision
• Self-motivated and capable to work within a strong team environment is essential Must be fluent in English language Possession of
• French language is an asset but not a key requirement