We are hiring for Operations Engineer with Mobileum at Dallas, TX.
Job Description : The incumbent will be responsible for providing reactive and proactive 24 x 7, Level 1 and Level 2 technical support to the customer and to Mobileum's onsite team, for the deployed product and solutions, as per the agreed SLA's with the customer. :
Key Responsibilities:
Handling all the communication related to the assigned customer accounts.
- Responsible for collecting all the data regarding the customer support request (CSR's)
- Responsible for handling Level 1 and Level 2 analysis and trouble shooting.
- Responsible for handling complex product queries.
- Responsible for reviewing and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
- Logging ticket on CSR portal and performing periodic updates to ensure that the CSR portal reflects the current and updated status of CSR.
- Maintain all the connectivity and account details from a support perspective to provide efficient support.
- To analyse and properly escalate the CSR in accordance with the defined support process. Ensure appropriate inclusion of engineering function within investigation.
- Regular follow-up with engineering team on escalated CSR.CSR handling to be done in accordance with the agreed SLA's - Response time and Resolution time being the primary KPIs.
- Emergency CSR handling on a 24/7 service level.
- Installing patches and Emergency corrections.
- Performing regular health-checks of the assigned customer sites.
- Be prime interface to the customer and hold review meetings with the customer on a timely basis based on the tickets raised.
- Participate in the development, review and implementation of product upgrade/patch and installation processes.
Domain Expertise:
Knowledge of ITU-T/ANSI SS7, GSM, IS-41, ETSI, 3GPP standards
Technical know-how on SCCP, TCAP, MAP, ISUP, INAP, CAMEL, SIGTRAN protocol stacks
Technical Skills:
UNIX (Linux) and shell/Perl/python scripting
Oracle 19G – Operations
HW & Switch Knowledge
Functional Skills:
Supporting software applications for customers
Effective written and verbal communications skills
Effective query resolution skills on telecalls and emails a must.
Educational Qualification : Btech/Mtech/BE/MSc/MS/MCA(fulltime)
Work Experience : 4 to 8 years of experience in technical support & managed service
Location : USA - Dallas