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.
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
