CPD-Emergency Support Engineer –L3

Job title - CPD Operations Engineer

Location - Chennai

Job Type - Ongoing Contract/ FTC

Job Profile Definition

Enhanced E000 Support

• Trigger Welfare Checks - Share details of failed E000 call attempts (MSISDNs) with the Care team to enable timely welfare checks for impacted customers.
• Actively engage with Care team stakeholders ensuring safety for the impacted customers and supporting regulatory compliance.
• Perform Network Activity Checks (Voice, Data, SMS transaction review and analysis) and record outcomes / findings.
• Review and Analyze E000 failed transaction logs using Ni4cc logs and NBA / Splunk.
• Troubleshoot signaling traces for the failed E000 calls using NetScout / Call Search.
• Handset E000 compliance validation.
• Validate EBM events and EEA logs for the E000 call failed timestamps.
• Co-ordinate with other Operators to review camp-on E000 calls on their Network.
• Co-ordinate with Handset team for gathering detailed feedback on device and software compatibility for E000.
• Prepare summary of the investigation and record it.
  

Customer Experience Management

• End-to-end ownership and management of customer complaints, includes fault isolation, tracing and troubleshooting, issue resolution, and recording the investigation findings.
• Day to day CPD function delivery and manage the contractual service levels and KPIs.
• Coordinating with inter-carriers and 3PP vendors
• Responsible for defining, coordinating and validating all activities and deliverables required to ensure the performance and operability of the customers’ network
• Level 1 support for troubleshooting Radio Access Network (Coverage) and Core Non-Access Network related services (Voice, Data, SMS, MMS, VM etc.,).
• Co-ordinate with Level 2 support (CS, PS, VAS, RAN/Performance, IP and IREG) for detailed investigation.
  

Key Attributes & Skill Requirements

Key Competence Requirement:

• Good knowledge of end-to-end service assurance (Core, RAN, Transport, Device perspective).
• Strong understanding of 4G / 5G call flows (Voice, SMS, Data, VoLTE, VoWiFi) and its interfaces.
• Knowledge of IMS / SIP signalling (INVITE, REGISTER, BYE, emergency call flows).
• Familiarity with Emergency call handling (E000/000) regulatory requirements.
• Familiarity with welfare checks and customer safety processes in case of failed emergency calls.
• Understanding of regulatory compliance (ACMA requirements, LEA obligations).
• Strong skills in network activity review (voice, data, SMS transaction analysis).
• Hands-on experience in Wireshark trace and log analysis.
• Solid understanding of protocols (SIP, Diameter, MAP, CAP, RTP etc.,).
• Understanding on PLMN behaviour (forbidden PLMNs, attach procedures, roaming, fallback etc.,)
  

Key Attributes Requirement

• Ability to translate technical findings into customer impact insights.
• Strong incident and problem management (ITIL framework preferred).
• Ability to work along with various functions (Handset, Care, Core/RAN L2 support, Projects, 3PP vendors etc.,).
• Clear documentation skills (Helix ticketing)
• Analytical and structured approach to problem solving.
• Strong communication skills for customer-facing and internal stakeholder updates.
• Ability to manage high-pressure, business-critical situations.
• Proactive mindset – identifying issues before they impact customers.
  

Interfaces

• CRM, Customer, On-Shore.
• Nokia MSP Operations, SDM, Delivery Manager, Ops Leads, Problem Lead, Incident Managers.
• MSP Core L0
• MSP GNOC team