About This Opportunity
We are seeking a highly skilled and motivated 2nd Level Operations Senior Engineer to join our team within Managed Service Delivery Services. In this role, you will play a pivotal role in ensuring the successful delivery of services that meet or exceed customer expectations, all while managing a variety of technical, operational, and business tasks. You will have the opportunity to work on cutting-edge telecom systems and enhance your skills in a dynamic and fast-paced environment.
What Will You Do
- Managing the delivery of services in alignment with agreed SLA/WLA, ensuring timely and quality service provision.
- Handling escalations and ensuring that issues are resolved efficiently.
- Conducting CSR reviews with PA responsible.
- Monitoring and managing TT/CR performance.
- Ensuring root cause analysis (RCA) for any critical events.
- Supporting Network Rollout, DP, and FM, prioritizing tasks as per business needs.
- Ensuring all activities are executed according to MSTOP guidelines and ensuring that MIRs are released accordingly.
- Overseeing the daily review and monitoring of TT, CR, and AT.
- Implementing User Access Control and ensuring regular reviews are conducted.
- Providing regular performance reports to the BO CA Manager.
- Participating in internal technical discussions to improve network performance and propose recommendations.
- Contributing to the creation and improvements of internal procedures and routines.
- Managing interfaces with Circle, Regional, and Central teams across OSD, MSIP, and GNOC.
You Will Bring
- A proactive mindset and ability to manage a team to deliver results while meeting customer expectations.
- Deep understanding of telecom systems, intelligent networks, and network security, with the ability to perform end-to-end performance audits and optimization.
- A natural problem-solver who can quickly analyze and address complex technical challenges.
- Proven ability to work cross-functionally and build relationships with various teams such as OSD, MSIP, GNOC, and central teams.
- A commitment to customer satisfaction, ensuring services are delivered at the highest possible standards and troubleshooting is handled promptly.
- Excellent ability to communicate complex technical concepts to both technical and non-technical stakeholders, ensuring clarity and understanding at all levels.
- A mindset geared towards continuous improvement and making recommendations for optimized procedures and routines.
Key Qualifications
- Bachelor s degree in engineering or an equivalent technical discipline.
- 4-6 years of experience in telecom operations or customer support roles.
- Experience with Ericsson Charging System is highly preferred.
What happens once you apply
We encourage you to consider applying to jobs where you might not meet all the criteria. We recognize that we all have transferrable skills, and we can support you with the skills that you need to develop.
Primary country and city:
India (IN) || Bangalore
Job details:
MS Core and Cloud Specialist
Job Stage:
Job Stage 5
Primary Recruiter:
Shivani Sah
Hiring Manager:
Nibir Kumar Mudai
