Cpd-emergency Support Engineer –l3

4 days ago

Chennai Tamil Nadu, India Teknowiz Full time

Job title - CPD Operations Engineer Location - Chennai Job Type - Ongoing Contract FTC Job Profile Definition Enhanced E000 support Trigger Welfare Checks - Share details of failed E000 call attempts MSISDNs with the Care team to enable timely welfare checks for impacted customers Actively engage with Care team stakeholders ensuring safety for the impacted customers and supporting regulatory compliance Perform Network Activity Checks Voice Data SMS transaction review and analysis and record outcomes findings Review and Analyze E000 failed transaction logs using Ni4cc logs and NBA Splunk Troubleshoot signaling traces for the failed E000 calls using NetScout Call Search Handset E000 compliance validation Validate EBM events and EEA logs for the E000 call failed timestamps Co-ordinate with other Operators to review camp-on E000 calls on their Network Co-ordinate with Handset team for gathering detailed feedback on device and software compatibility for E000 Prepare summary of the investigation and record it Customer Experience Management End-to-end ownership and management of customer complaints includes fault isolation tracing and troubleshooting issue resolution and recording the investigation findings Day to day CPD function delivery and manage the contractual service levels and KPIs Coordinating with inter-carriers and 3PP vendors Responsible for defining coordinating and validating all activities and deliverables required to ensure the performance and operability of the customers network Level 1 support for troubleshooting Radio Access Network Coverage and Core Non-Access Network related services Voice Data SMS MMS VM etc Co-ordinate with Level 2 support CS PS VAS RAN Performance IP and IREG for detailed investigation Key Attributes Skill Requirements Key Competence Requirement Good knowledge of end-to-end service assurance Core RAN Transport Device perspective Strong understanding of 4G 5G call flows Voice SMS Data VoLTE VoWiFi and its interfaces Knowledge of IMS SIP signalling INVITE REGISTER BYE emergency call flows Familiarity with Emergency call handling E000 000 regulatory requirements Familiarity with welfare checks and customer safety processes in case of failed emergency calls Understanding of regulatory compliance ACMA requirements LEA obligations Strong skills in network activity review voice data SMS transaction analysis Hands-on experience in Wireshark trace and log analysis Solid understanding of protocols SIP Diameter MAP CAP RTP etc Understanding on PLMN behaviour forbidden PLMNs attach procedures roaming fallback etc Key Attributes Requirement Ability to translate technical findings into customer impact insights Strong incident and problem management ITIL framework preferred Ability to work along with various functions Handset Care Core RAN L2 support Projects 3PP vendors etc Clear documentation skills Helix ticketing Analytical and structured approach to problem solving Strong communication skills for customer-facing and internal stakeholder updates Ability to manage high-pressure business-critical situations Proactive mindset identifying issues before they impact customers Interfaces CRM Customer On-Shore Nokia MSP Operations SDM Delivery Manager Ops Leads Problem Lead Incident Managers MSP Core L0 MSP GNOC team

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