IP Technical Expert Center Engineer

Family Description

Applied R&D (AR) consists of target-oriented research either with the goal of solving a particular problem / answering a specific question related to network level or product level behavior of IP products focusing on maintenance support, besides providing support for NPI (new product introduction) activities . Supplies technical consulting to customer facing support teams and customer account teams. AR work is characterized by its detailed and complex nature in order to systematically combine existing knowledge and practices to further developing and incrementally improving products, support processes, and customer-specific feature development, maintenance releases.

Subfamily Description

This role is equivalently known in networking parlance as Advanced technical / Tier 3 support engineer for IP products.

Impact

Scope & Contribution

Innovation

Communication

Knowledge & Experience

Educational Qualification:

Bachelor's degree in engineering is preferred.

• Works effectively with cross functional teams and uses best practices and knowledge of internal or external business issues to improve products or services.
• Has in-depth technical & troubleshooting knowledge of services supported by products and uses an understanding of how relevant areas integrate to achieve network level objectives.
• Uses advanced analytical and network, node level troubleshooting skills to solve complex problems reported by customers, field-facing teams involving specific IP products OR problems that do not have routine solutions and take a new perspective.
• Shares initial ideas for the professional direction of own organizational unit.
• Acts as a professional advisor and mentor for staff / workteam / taskforces.
• May technically lead/act as SPOC for customer deployment projects that involve specific IP product/s and new technology areas or high business potential/impact.
• Analyses products/services/improvements/bug resolutions for integrated hardware/software systems as per customers requirements.
• Resolves customer trouble tickets. Diagnoses complex problems/issues (EG hardware, software, combination) and provides resolution or recommends corrective actions.
• Provides technical requirement inputs based on customers deployment experience
• Provide inputs to develop SW / HW build-controlled production releases (EG main and update releases, service packages, maintenance updates, and customer design engineering).
• Provides inputs for the creation and release of hardware/software documentation and customer notifications.
• Retains technical and design knowledge for assigned products and technologies and provides training to the lower support teams (Tier 2, Regional customer-facing teams).
• Applies and maintains quality standards. Participates in process and tools evolutions and improvements.
• Applies the Care process (especially emergency case handling) contributing when needed to the fastest problem restoration.