Case Handling Specialist

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

• As a primary point of contact for customers experiencing technical difficulties.
• Ensures customer Service Level Agreement (SLA) compliance and KPI quality performance level, and manages and builds customer relationships on a day-to-day basis.
• Provides appropriate follow-up to customers and keeps the case information updated in the support tool.
• Perform initial diagnosis of incidents and apply existing knowledge to find solutions.
• Collect logs using UTF, perform log analysis using available post-processing tools, and use advanced analytical skills to solve complex problems
• Works effectively in a mixed environment and collaborates with R&D teams for defect fixes.
• Collaborate within the team as well as act as a coach towards the less experienced personnel, and may lead technical projects with manageable risks. Participate in Emergency duty 24x7 as per roaster and resolve critical incidents.
• Participate in daily/weekly meetings within GSD and with Market & Customer teams to review the progress and enhance resolution efficiency.

KEY SKILLS AND EXPERIENCE

You have:

• B.E / B. Tech Engineer graduated in Telecommunication / Computer / Software / Electrical Engineering or equivalent course with13+ years of relevant experience in Customer Technical support.
• Leads and resolves complex technical situations, including deployment support, software upgrades, audits, and network expansions.
• Interact with customers for complex cases, providing workarounds and ensuring SLAs are met.
• Complies with emergency process requirements and ensures quick recovery for critical outages & tickets.
• Experience with debugging of the issues using the standard logs (EMIL, Syslog, MACTTI, Wireshark).
• Experience with Implementation, Integration, Acceptance Tests, O&M, and/or Care for Radio Products.
• Experience in 3GPP standards/ORAN/Cloud RAN/v RAN. Experience in troubleshooting and testing in L1/L2/L3/RF/IODT domain.

It would be nice if you also had:

• Usage of various log collection & processing tools. Any 3rd party certification ex. RedHat, AWS.
• Understanding in Case Handling, including Emergency Support activities. Involvement in Training delivery and knowledge content creation.