KEY SKILL SETS / EXPERIENCE
- Working knowledge and experience on Core Networks for Mobile Telecommunications area including
Messaging, Policy and Signaling, Telco Cloud, Public Cloud (CNF and VNF), and IP Connectivity.
- Excellent knowledge of network technologies and protocols including TCP/IP, routing/switching, network
security, Network Management, DNS, Radius, LDAP, MAP, Diameter Policy Control and Charging, and
Radius.
- Experience in a customer support environment, participating in 24/7 emergency on-call support.,
communicating complex technical ideas in writing, presentations, and in face-to-face meetings.
- Experience in escalation management across cross-functional teams (e.g. Technical Support, Services, Sales,
Product Development, etc.) and corralling resources as necessary to resolve problems.
- Business understanding and development
KEY RESPONSIBILITIES
6.1 Technical consultancy
- Primary Technical point of contact for consultation
- Review technical requirements, and discuss the potential solution
- Provide advice for the cloud operations-related decision-making for in-scope Network Elements
- Attend Customer conference calls and/or meetings that involve in-scope Network Elements
- Provide a periodic activity report to Nokia
6.2 Trouble ticket, Project, & Testing support (Production/Lab)
- Lead trouble ticket calls and/or meetings (internal/external)
- Work with Care engineers on issues that need help and further investigation.
- Support troubleshooting on the bridge with customers for any critical issues
- Provide solutions as per SLA
- Collect Traces, Logs, and Data in support of testing and issue investigation
- Support MOP creation/validation
- Reproduce issues in Lab for further investigation.
- Provide a periodic activity report to Nokia
6.3 On-call Support
- Provide on-call support for in-scope Network Elements
- Join Bridge/Webex with the customer if a customer opens a Critical ticket.
- Lead to resolve the issue on the Bridge/Webex
- Resolve issues or escalate to the next level of support to ensure the timely resolution of issues
- Collect Traces, Logs, and Data in support of testing and issue investigation
- Send out an on-call report once the issue is resolved or restored.
- Provide/Support Root Cause Analysis as per SLA
- Provide a periodic activity report to Nokia
Job Type: Contract
Pay: $40.00 - $60.00 per hour
Expected hours: 40 per week
Benefits:
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
Schedule:
Work Location: Remote