Senior Support Engineer

We are seeking a skilled Senior Support Engineer in the domain of 4G/5G Packet Core to provide solutions to customer reported problems according to established processes and contracted SLA. Fault prevention, finding and isolation, resolution, through knowledge on products, solutions, customer network and technology evolution. With experience more operational and technical issue handling for dedicated customers, solutions or domains becomes part of the work. The individual will also be involved in project delivery as part of the job role which will involve system integration, testing and upgrades.

Responsibilities

Act as the main technical interface for the Customer across Packet Core; Investigation leader for CSR (Customer support request) raised by the customer and drive the resolution within defined Service Level Agreement and KPIs; Collaborate with global competence domain teams and be the interface towards customer; Lead and drive resolution of critical and complex network issues, driving structured root cause analysis and permanent corrective actions; Provide architectural governance for incident, problem, and change management activities; Ensure high availability, resiliency, and performance optimization of deployed solutions; Review support security and application bulletins, major deployments, and emergency restorations; Participate in 24x7 emergency support

Requirements

Bachelor's (Btech or equivalent) in engineering field; Background in IT or Telecom operations; Interest in cloud networks and 4G/5G infrastructure within production support contexts; 4G EPC (MME, SGW, PGW), 5G Packet Core (AMF/SMF/UPF/PCF) and IMS (VoLTE/VoWiFi) installation, integration and troubleshooting; Strong expertise in Core Products and Cloud native based telecom architectures; Good customer management and communication skills; Understanding of 4G/5G call flows and 3GPP specifications; Troubleshooting experience of the issues faced by customer in live network; Knowledge on E-2-E call flows for VoLTE/VoNR/EPSFB procedures; Working knowledge of Networking (TCP/IP) and Cloud/Container platforms (Docker/K8s) from an operations perspective; Solid troubleshooting methodology, incident prioritization, and RCA documentation; Comfort with on call emergency rotation; Strong communication in English; Proactive team player; Customer focused; Committed to quality and reliability

Nice to have

Experience with Ericsson CCD/CNIS platform