Engineer Internet Gateway

Overview

Key Accountabilities

• Responsible to handle troubleshooting / resolving Fault Management, Customer & Carrier complains, efficiently communicating and effective incident handling.
• Responsible to Network Fault Monitoring, Fault handling and escalation and incident handling as per du Event Management and Incident Management processes, Tools & SLAs.
• Provide the needed on-time technical support to monitoring team for all issues happens in the domains.
• Do the needful escalation and involve Second Line operations teams on time affecting manner in case of need, and ensuring adequate follow up and problem resolution within contracted SLAs.
• Performing periodic analysis of incident reports and observations to proactively prevent issues from occurring.
• Overall responsibility of running network health check reports/queries/scripts and to highlight findings.
• Handling daily Incidents/TTs as per du operation policies and scope of work.
• Establish and maintain effective relationship within du and external parties (Business partners, Commercial teams, Customer Operations, IT etc.) till the resolution of faults.
• Keep Team Lead and Manager up to date with regular progress reports on incidents progress.
• Prepare/Maintains an up-to-date documentation Manual/diagrams of the existing devices/solutions to help in incident handling and supporting in day-to-day operation tasks related to the domain.
• Ensure monitoring and analysis of vendor performance for incident handling.
• Prepare incidents related technical reports and documentation.
• Support new project/ services acceptance from SOC Operations.
• Work on any network disasters, prepare and implement alternative plans and finally restore network to deliver specified service levels.
• Support all efforts for the simulation and actual Disaster recovery activities in order to allow for successful service restoration in case of crisis.
• Actively Support in the digitalization and automation of SOC tasks and tools.
• Network / Service Surveillance and Alarm Handling. Reporting alarm/event must be within agreed SLA as per the ticket priority.
• Timely escalation of critical network issues to service partners, stakeholders, and management team as per company escalation matrix.
• Control & Support Reactive or Planned Activities.
• Performing additional tasks assigned by management.
• Managing different Mobile Network Dashboard and Handling Event Management.

Qualifications

• Bachelor’s degree in Telecom or relevant engineering stream

Experience

• Minimum 8 to 10 years of experience in Fixed Voice & IGW Network for telecommunication industry.
• Thorough knowledge about call routing on the soft switch.
• Through knowledge about the pre and post digit analysis in class 4 gateways to analyse the issues escalated.
• Knowledge of SIP protocol and capability of analysing the traces provided by partner or captured.
• High level idea of service flow within the fixed voice network and IGW’s.
• Knowledge of IP networks and the basic level of understanding of the routing protocols is mandatory.
• Deep Knowledge of protocol like SIP, SS7, SIGTRAN, H.248, and Q.931 is mandatory.
• Idea of network performance KPI’s like ASR, ACD, NER etc & knowledge of issues which impact performance is a must.
• Experience in Huawei Soft switches Huawei ATCA SoftX3000, ISBC, UMG8900, Alarm & Performance Monitoring using Huawei U2000.
• Knowledge of Genband C20/CS2K Soft switch, BVS and HIPCC.
• Knowledge of Fixed Voice Nokia FMC solution, Tools and troubleshooting.
• Knowledge of Nokia iSBCs solution.

Skills

• Technical competence on IGW’s, ISBC technologies and Fixed Voice Network.
• Technical knowledge and understanding of Mobile Core networks.
• Problem Solving and Decision Making
• Must have a friendly personality and good customer service skills in order to clearly and effectively communicate technical situations to non-technical personnel.
• Ability to handle multiple tasks at once, to prioritize, and demonstrate excellent follow-through on each task assigned.
• Teamwork and Cooperation able to motivate and inspire the team.
• Good communication skills
• Initiative and Commitment to Achieve
• Must have exceptional customer focus – internally and externally.
• Able to handle multiple complex problems in a highly stressful environment.
• Analytical thinking.