Sr. Software Engineer

About the Role

The L2 IMS Engineer is responsible for the daily operation and support of a specific IMS domain. This role involves providing Level 2 technical support for Nokia IMS products, ensuring high-quality voice and messaging services, and collaborating with internal teams and partners to resolve complex issues efficiently.

Key Responsibilities

• Provide Level 2 support for Nokia IMS products, troubleshooting issues related to Diameter, VoLTE, SIP, and other associated protocols.
• Manage and resolve complex customer issues escalated from the Monitoring Support Team.
• Monitor and troubleshoot voice and messaging incidents to identify root causes and ensure timely resolution.
• Perform regular technical analysis to optimize service performance and maintain high service quality.
• Collaborate with internal teams, partners, and vendors to resolve escalated technical issues and implement corrective actions.
• Conduct testing and verification of configuration changes to ensure compliance with regulatory and service requirements.
• Generate reports, analyze service/operational KPIs, and contribute to process and procedure improvements.
• Document and maintain detailed records of support activities, including troubleshooting steps, resolutions, and partner interactions.
• Implement changes within the IMS environment and ensure smooth execution.
• Coordinate and communicate with other technical domains as needed.
• Build domain knowledge and manage daily operational activities with high efficiency.
• Collaborate with partners and internal stakeholders to identify issues and resolve incidents within agreed SLA timelines.
• Participate in on-call shift rotation for after-hours support.
• Provide support during occasional night and weekend shifts for urgent issues or planned maintenance.
• Work onsite from the office as required.