$60000 - $65000 Year
Monday to Friday
Day shift
Health insurance
Paid time off
Employee discount
Dental insurance
Vision insurance
401(k)
401(k) matching
Flexible schedule
Parental Leave
Tuition reimbursement
Flexible spending account
Retirement plan
Others
Customer Complaint Handling and first level Wireshark trace capturing and analysis.
Exposure to 4G VOLTE & LTE network with call flow and protocols used.
Comfortable with Redundancy testing and disaster handling including hardware change management handling.
Escalation/Emergency Handling
Co-ordinating with GDC, Care, Planning and Customer, knowledge of raising trouble ticket process, emergency handling mechanism, regular updates to customers.
Multi-vendor Core NW exposure and experience such as Nokia, Ericsson, Huawei IMS, etc.
Able to engage customers on technical front and contain escalations on ground level
Undertakes function through analysis of status or performance indicators makes independent judgments, decisions and recommendations and solves a range of individual or commonly recurrent abnormalities through knowledge and technical experience.
• Liaises, and takes leadership from an MS real-time and day-to-day, end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organizations, and / or in the customer's organization for individual incidents, problems, changes or risks.
• Provides informal guidance and support to new team members with regard to the procedures to follow and the specific tasks required to perform the job effectively.
• May coach and provide on-the-job training to other team members, making recommendations in their formal performance assessment. May act as a shift leader of multiple functions, particularly where the function is performed on a 24x7 basis.
• May monitor the set of CR’s received by the functional team, taking corrective action if there is a risk to, or breach of agreed service levels, including through the re-prioritization of work and / or engagement of additional temporary resources.
REQUIRED SKILLS
*Configuration and Troubleshooting and trace analysis on Nokia IMS Node
*End to end Call flow knowledge
*Handson on Nokia and Redhat cloud
*VAS fundamentals
Impact
Accountable for quality and accuracy of own output. Responsible for contribution to teamwork. Errors may have impact on function/project/customer. Usually delivers results with a short-term, operational focus and limited impact on others.
Scope & Contribution
Individual Contributor: Participates as individual contributor to team, usually with limited professional expertise. Makes decisions affecting own work within set parameters, elevates others. Reviews priorities with supervisor. High personal or low collegial interaction. Managerial/Supervisory: May act as Team Leader or Project Leader with some indirect supervisory responsibilities in addition to own work assignments.. Makes decisions that affect own work.
Innovation
Semi routine tasks of moderate complexity requiring some discretion and judgment. Carries out tasks/activities according to assignment and set guidelines. Moderate degree of supervision and coaching needed. Demonstrates initiative and adaptability to changing business environments.
Communication
Explains facts, practices, policies, etc. to external and internal parties. Takes actions which respect to the needs and contributions of others and reaches agreement through flexibility and compromise. Manages situations where there is a common desire to reach solution within a team. Sometimes requires ability to influence others outside of own job area on policies, practices and procedures. Builds cross-cultural knowledge and global mindset.
Knowledge & Experience
specialised or broader knowledge of theory and principles within a professional discipline. Typically 2-3 years directly related experience and a graduate equivalent degree.
Communication
Leadership
Teamwork
Interpersonal
Learning/adaptability
Self-management
Organizational
Computer
Problem solving
Open mindedness
Strong work ethic
technology
Others
2-3 years directly related experience
Service industry
On going position
In-person