Incident Management -Resolves the TTs involve/escalated either by the network fault management teams, Customer or Vendor Support Organization.
Develops/Facilitates Root Cause Analysis documentation and reports to internal and external teams of the RCA findings
Established and executes preventative maintenance routines and analyzes results for proactive activities to prevent incidents.
Play the role of Technical Outage Manager, if required, to ensure effective coordination of resources involved in trouble resolution.
Ensure successful implementation of permanent fixes in the network by creating emergency Change Management - according to customer-defined procedures. If appropriate, participate on change review boards in order to approve planned activity.
Provide ongoing support to Service Analysts with respect to refresher training; training on new features or technologies; lessons learned, expert trouble-shooting advice.
Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on issues reported by customers. Provide in depth investigation of critical escalated issues. Provide technical support to all the Service Delivery teams.
Maintain high level of customer satisfaction by providing services fully compliant with the SLA.
Fundamentals and principles of telecommunication networks 2G and 3G
Fundamentals and architecture of circuit switch networks, packet core is a plus
Good knowledge on following protocols: MAP, ISUP, INAP, CAP
Good Knowledge of protocol analyzers: Nexus Netview
Roaming principle knowledge
IP protocol knowledge is a plus
UNIX, Linux (RHEL) knowledge and basic scripting,
Experience on following products is required: Nokia MSS DX200, Nokia MGW DX200.