Customer Service Engineer

about the role 1 Manage Emails and incoming incidents from Global customers 2 Identify different cases related to SS7 SMS link issues SAI UL 3 Identify and managed basic cases like link issues SMS and SAI UL transiting on our STP 4 Expertise to use trace tools to check SAI UL KPI of a destination Ability to interact with technical teams based on the analysis derived 5 Good understanding of business aspects of products 6 Call flow of SS7 messages involved in attachment process 7 Ability to corelate the IP transport layer with the problem of roaming 8 Can understand more complex SS7 traces where options are involved ITU ANSI SMS control steering SMS roaming info about you 1 Manage Emails and incoming incidents from Global customers 2 Identify different cases related to SS7 SMS link issues SAI UL 3 Identify and managed basic cases like link issues SMS and SAI UL transiting on our STP 4 Expertise to use trace tools to check SAI UL KPI of a destination Ability to interact with technical teams based on the analysis derived 5 Good understanding of business aspects of products 6 Call flow of SS7 messages involved in attachment process 7 Ability to corelate the IP transport layer with the problem of roaming 8 Can understand more complex SS7 traces where options are involved ITU ANSI SMS control steering SMS roaming info STP Routing and links knowledge Knowledge of SMS flow SMS A2P P2P Detecting SMS related issues and problematic end GT based routing GT overflow Resolving of Critical Medium Low Incidents and define the overflow in case of major outage Roaming issues monitoring and detecting the issue International Roaming 3G LTE 4G diameter LTE Diameter 1 Identify different cases related to LTE link issues AIR ULR and the process to engage right entity 2 Knowledge of LTE Diameter ULR AIR 4G cancel 3 Use of Analytical tools to check AIR ULR KPI of a destination 4 Knowledge of advanced feature of DSR observer like DSR configuration rules DSR Measurements and Traffic by operators QoS 5 Call flow of diameter messages involved in 4G LTE attachment process 6 knowledge of Steering 7 Knowledge of GTP-U GTP-C Good network support knowledge and experience Service oriented customer-focused with good customer service skills Good networking communications background Good interpersonal skills Good time management organizational and communication skills Ability to work under pressure Ability to deal with multiple tasks Proactive self-motivated and determined attitude Problem solving skills Able to cover Flexible working hours shift patterns as and when required 24 7 Strong proven knowledge of the Network Operations environment systems protocols and services Excellent diagnostic and network troubleshooting skills Ability to understand analyze and resolve problems quickly Good interpersonal skills and the ability to communicate effectively at all levels and with all nationalities and cultures Proactive attitude to use his her initiative to react quickly to work effectively in emergency situations under minimum supervision Self-motivated and capable to work within a strong team environment is essential Must be fluent in English language Possession of French language is an asset but not a key requirement additional information International environment with high visibility and strong strategic stakes A close relationship with our clients An approach of co-construction with the teams Being able to learn from OSI layer 1 to layer 4 An environment that encourages initiative and autonomy Multicultural and Multiproduct work environment International environment with high visibility and strong strategic stakes A close relationship with our clients An approach of co-construction with the teams Being able to learn from OSI layer 1 to layer 4 An environment that encourages initiative and autonomy Multicultural and Multiproduct work environment International exposure department Hosted Orange Wholesale Intl Orange Business manages and integrates the complexity of international communications freeing our customers to focus on the strategic initiatives that drive their business Our extensive experience and knowledge in global communication solutions together with our understanding of multinational business and local support in 166 countries and territories ensure that our customers receive a consistent global solution wherever they do business contract Regular