Support Engineer - Packet core

The Support Engineer is working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. The support Engineer has product/domain, and/or solutions knowledge and/or customer networks knowledge as well as knowledge of technology evolution of product/domain. In case additional services are contracted with the customer the Support engineer will also handle e.g., Pre-emptive and Software Update handling. Related to Problem Management, Support Engineer is responsible for the implementation of preventive actions and reporting results of implementation.

Responsibility and Tasks:

General :
Handle and resolve Customer issues & Provide dedicated support
Deliver results & meet customer expectations
Handle Software Update Management (SUM)
Handle Customers and internal Stakeholders from Technical perspective

Operational :
Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority.
Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when needed.
Interface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority cases.
Available to handle customer technical queries all the time and ensure timely response.
Make constant efforts to be updated on relevant technical skills.
Participate in Project activities and involve as needed.
Take handover from Project and ensure all the check points completed.

Customer Specific :
Good Working Relationship with Customer and Working groups
Take part in Operational review meetings as and when required
Understand and get updated on solution deployed in customer network
Make customer aware on product Life cycle i.e. HW or SW
Interface with customer for planned activities in network as needed

Business Related :
Provide technical support to Service delivery Manager in all respect
Participate and contribute during pre-sales engagement activities, if needed
Understanding of the contractual obligation for support delivery
Ensure that KPIs are met according to SLA

Education Qualification & Years of Experience
Education: BE/B Tech or equivalent
Min years of experience: 8-10 Years

Skill Experience

Experience on working in 4G & 5G Packet Core is must. Following applications/functions are considered to be part of Packet Core :
MME/AMF/SMF/PCC
EPG/Packet Gateway
SAPC/CCPC/5G Policy Controller
An exceptional troubleshooting skill is required to solve the customer issues without escalating to the next level for competence units
Should able do tracing and complex logs analysis for Packet Core Nodes (4G & 5G)
Exposure to any of the following Cloud Core applications/environment is desired
CCSM/CCDM/CCRC (Sub. Management, Data Management, Resource Function)
OpenStack (CEE), Kubernetes (CCD), IP Routing, IMS
Strong technical skill should be exhibited when dealing with customer issues.
Should have worked in a Support function earlier
Past experience with Ericsson will be preferred
Good knowledge of 3GPP in 5G Packet Core