Support Engineer

Damco Solutions P. Ltd.
  • Mumbai
  • Confidential
  • 2-7 years
  • 166 Views
  • 22 Sep 2015
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  • IT/ Information Technology

  • IT/ Technology - Hardware & Networking, IT/ Technology - Data Center/ Manage Infrastructure Services
Job Description

Experience
Should have 2-5 years of experience in telecom products and networks.
Should have experience and knowledge on various IMS network nodes like CSCFs, TAS Server, SMSC G/W, BGW etc
Should have Knowledge on SIP and Diameter protocols
Should be familiar with NOC support process and procedures
Should have good communication Skills
Prior experience on the Mavenir IMS products would be preferred.

Key Responsibilities:
Profiles for L1 or Tier 1 Operational Support
Should be Monitoring alarms for various IMS Nodes like P/I/S-CSCF, TAS, SMSC, IPSM, DND, MCA ,SBC, SMGW & AGW and taking appropriate actions.
Should be performing First level initial assessment of the incidents/alarms in IMS nodes
Should be doing Trouble ticket Raising and handling: Logging incidents and requests, categorizing and prioritizing them.
Should perform First level initial troubleshooting of the reported issues /complaints related to applications
Should Escalate the issues which cannot be resolved by Tier 1 team to appropriate team
To provide the logs or trace required for resolution of issues to Tier 2 support team.
Provide regular problem tracking and resolution status reports to Customer
Tier 1 team will co-ordinate with Tier 2/Tier 3 for Performing configuration changes, implementation of releases or patches
To ensure the availability of Standard reports from the IMS Network Systems
To generate and prepare the standard reports which are demanded by customer
Will be responsible for taking Application backup as per instructions/procedures
Coordination and follow-up with tier2 and circles team or Third party vendor team

L2/Tier 2 Support (N3 and N4):
Experience:

Should have 4-9 years of experience in telecom products and networks.
Should have experience and knowledge on various IMS network nodes like CSCFs, TAS Server, LTE, IP, SMSC G/W, BGW etc
Should have overall knowledge on the 4G network architecture involving various nodes of LTE, IMS and VAS nodes
Should have Knowledge on SIP and Diameter protocols
Should have prior experience in Tier2 or L2 type of support work
Should have good communication Skills
Prior experience on the Mavenir IMS products would be preferred.

Key Responsibilities:
Should have experience in troubleshooting and resolution of issues within the defined SLA.
Should have earlier experience in Complex Issue analysis
Should be able to do Investigation and provide work around
Should be able to perform the Root cause analysis
Should be able for Issue recreation for Bug fixes
Should be available on 24x7 basis for Emergency /S1 issues (on call)
Should manage to Escalate & Co-ordination with Tier 1 & 3
Should be providing the Customer escalation handling.


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About Organisation

Damco Solutions P. Ltd.