Engineer - Global Service Operations

Key Responsibilities:

• Responsible for operation and maintenance (Fault, configuration, alarm, performance, security etc) of RF Network i.e., Radwin, Cambium or other PMP & P2P Products within defined TAT.
• Manage Network Operation Center and handle escalation desk/trouble tickets for all network and customer issues.
• Ensure adequate monitoring of various network aspects panning across different services and ensuring quick and appropriate resolution of network issues (remote as well as on-field).
• Work with RF Planning team and carryout desired optimizations in NW for SA/SD issues.
• Resolve the RF interference issues in quick time to maintain SLA.
• Problem management of all repeat failures.
• Proactive approach/activities to maintain network RF Health.
• Vendor, Cross-functional coordination and to support Network Improvement projects.
• Handling escalations and UBR BH acceptance issues.
• Feasibility for new deliveries in Radio n/w.
• Should Ensure error free MIS reports generation & publication in time as per requirement.

Key Performance Indicators:

• To play major role in Maintaining and Improving TT resolution targets / RF KPIs like NW Uptime, RE and Customer TR, RE etc. as applicable.
• Publication of MIS reports for performance reviews.
• Process documentation

Essential Qualifications

BE (Electronics / Electrical & Electronics /Telecommunication /Computer Science / IT)

At least 3+ year experience will be an added advantage.

CCNA certification will be Preferred. Any new Growth services (SDWAN, Security, Voice etc) certification is an added advantage.

SVAR Test :

Requisite Skills:

Technical:

• Technology Acquaintance of RF domain.
• Strong knowledge and understanding of deployment and operational aspects of UBR PMP network & NW KPIs.
• Good knowledge of OFDM, OFDMA, TDMA, FDMA, FSK modulation techniques.
• Knowledge on PMP & PTP product deployment.
• Knowledge on Physical and Logical Optimization of RF network.
• Field knowledge of RF Survey, LOS survey, optimization.
• Technology Acquaintance of IP domain-IP addressing, Routing, Switching.
• Knowledge IP protocols like OSPF, BGP, MPLS and Multicasting
• Working experience on RF NMS and EMS (Wireless Manager, Radwin Manager, RNMS)
• Good understanding and working experience on OSS/BSS tools like M6, Optimus, ServiceNow, Cramer, BPM etc
• Working experience on RF products like Radwin2k, Radwin5k/Jet, Cambium450m, Cambium450i, Cambium550/670.
• Good expertise on MS Office- Excel and Power point.

• Good verbal and written communication skills.
• Good attitude to learn new technology & solution.
• Systematic approach towards resolution of an issue.
• Good analytical, Diagnostic and Problem-Solving skills.
• Ability to work with a flexible schedule (including 24*7 shift).
• Have good team player.
• Demonstration of problem-solving skills
• Prior experience of providing customer service support in fast paced, high availability, 24X7 environments.
• Maintain awareness of latest technologies in the domain

Key Responsibilities

• Taking ownership of customer issues reported, solving their problems through by providing resolution.
• Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure SLA are achieved and work proactively to maintain the same.