Care Engineer

In this role with your advanced technical and product support knowledge you will thrive in the Care service delivery team. In this global, 24x7 support environment, you will take ownership of complex troubleshooting cases, particularly at the solution/system level. You will also serve as the primary interface to R&D, escalating customer issues and ensuring their resolution through proactive follow-ups.

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• Identify and proactively solves demanding problems and communicates them to key stakeholders.
• Participate as an expert in IMS/VoLTE technology area in customer issues via ticket handling and projects.
• Participate in emergency and 24/7 duty for global IMS customers and Engage with virtual teams and collaborate to arrive at a feasible solution.
• Drive knowledge sharing and enhance networking.
• Implement, integrate acceptance tests, care & R&D for telecommunication Products like sCSCF, iCSCF, iBCF, BGCF, eCSCF, Application Servers, Session Border Controller.
• Manage 4G VoLTE Call flow like 4g-4g, eSRVCC, Conference, 5G VoNR etc.
• Drive root cause analysis for complex customer tickets as subject matter expert.

Qualifications

You have:

• Engineering Graduate in Telecom/IT/Computer Science/Electronics with 8+ years'' experience in Telecom care/support role.
• Practical knowledge of OpenStack administration and Docker, K8S concepts, and their application in Cloud Native products.
• Hands-on experience with Protocols like SIP, Diameter, TCP/IP/SCTP, UDP, SOAP, HTTP2, SS7, M3UA, 5G Signaling Protocols.
• Lead the solutioning for the complex customer issues reported in emergency or standard tickets.

It would be nice if you also had:

• Exposure or past experience of working on CFX-5000 & Nokia TAS or either or.
• Flexible to travel for project/issue onsite in short notice and/or join customer critical activities. Can manage uncertainty and pressure at work.