Senior Support Engineer - Incident Management (7-10 yrs)

Job Description :

Core Role Responsibilities :

- Understand Customer Needs : Align with business objectives and address customer requirements.

- Incident Management : Handle incidents within SLAs, including troubleshooting, diagnosing, and resolving platform issues.

- System Support : Follow system support guidelines, reproduce faults, and coordinate with relevant teams for resolution.

- Reporting : Lead the development of post-event root cause analysis reports.

- System Changes : Implement configuration changes as per access rights and approvals.

- Network Performance : Engage in technical discussions to enhance network performance and suggest improvements.

- Knowledge Sharing : Collaborate with support team members, share best practices, and create knowledge base articles.

- Feedback Mechanisms : Develop and use feedback to prevent future support issues.

- Complex Problem Solving : Address complex problems with innovative solutions.

- Traffic Analysis : Analyse traffic, tune solutions for security, and present reports to customers or account managers.

Preferred Experience and Knowledge :

Experience : 6 to 9 years.

Education : B.Tech/BE in IT, Computers, or Electronics & Communications.

Telecom Experience : VAS/DATA system operations, maintenance, and mobile networks (GSM, GPRS, UMTS).

Technical Knowledge :

- Messaging : SMSC, SMS, SMPP, RCS, MMS, SIP.

- Signalling : SS7, Diameter, GTP-C, 5G.

- Tools : Kafka, ElasticSearch, Kibana, SQL, REST API, Consul, Nginx, haproxy, Grafana, Prometheus.

- Scripting and Networking : Linux commands, Shell/Python scripting, TCP/IP, routing, switching, BGP, BFD.

- Skills : Troubleshooting, communication, presentation, reporting, analysis, and interpersonal skills.

- Other : Knowledge of Linux OS, MySQL, Kubernetes, Docker, AWS, Azure; experience with ticketing systems.