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Specialist Network Operations (SMS & VOIP)

Role Summary

The Specialist Network Operations (SMS & VOIP) is responsible for 24×7 NMS, Ticket management & all communications with Global Telecom client NOCs and Messaging Business Units. Spanning the entire system.

Duties And Responsibilities

  • Handle Key Accounts – Provisioning, Routing, On-boarding, Testing, Reconciliation, Dispute Resolution and Troubleshooting
  • Troubleshooting and addressing all Level 2 and 3 issues
  • Handling complaints via trouble ticket management system, track records, follow up and escalating issues with the relevant team via Zendesk, Bitrix, Skype, Whatsapp and email
  • Interconnection, Provisioning, Routing and testing of wholesale messaging carriers
  • Handing over and taking over of a shift, updates (routing, testing & provisioning summary) to NOC team
  • Assess the nature of queries and provide technical support to all stakeholders
  • You have to de-escalate tense customer situations in a live environment
  • Formulation and compilation of different reports in Microsoft excel
  • Statistical Report making
  • Perform all duties as assigned by the supervisor
  • Maintain strict compliance of all the KPI, company policies and procedures
  • Analyze Wireshark traces to troubleshoot an issue and find out the root cause
  • Knowledge Deliberation and sharing within the team

Job Specifications

  • Degree in Computer Science or Electrical Engineering or equivalent
  • Minimum 1.5 – 2.5 years experience
  • Network Operations for Wholesale Voice and SMS / MNP services
  • Supervise to handle 24x7x365 Shift Operations
  • Excellent in-depth knowledge of SIP protocols
  • Excellent knowledge of SMPP SMS protocols
  • Good knowledge of GSM, SS7 protocols
  • Computer Networks and IP Protocols
  • Microsoft Office Suit
  • Wireshark
  • Basics of OOP
  • Linux

Supervise Shift duty on his/her own for voice / SMS per shift according to defined SLAs:

  • 20-30 provisioning request execution
  • 20-30 trouble tickets resolution
  • 5-10 reports generation
  • 20-30 routing request execution
    Manage testing and troubleshooting
  • Manage new interconnects
  • Good communications skills to interact with teams all over internationally

Location

  • Corporate Office, I-9/3, Islamabad

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