Senior Support Engineer

   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.