CPD Operations Engineer

Job Title:
CPD Operations Engineer – L3

Location:
Chennai

Role Overview
The
CPD Operations Engineer (L3)
is responsible for managing and troubleshooting critical emergency call failures (E000/000) and ensuring end-to-end service assurance across voice, data, and messaging domains. The engineer acts as a senior technical point of contact for E000 emergency support, coordinating with internal and external stakeholders (including Care, Handset, and Core L2 teams) to safeguard customer safety and regulatory compliance.

This role requires deep expertise in
Core network operations
,
call flow analysis
, and
regulatory handling of emergency call failures
, with strong skills in
signaling trace analysis
and
cross-domain collaboration
.

Key Responsibilities

• Enhanced E000 (Emergency Call) Support
• Monitor and analyze emergency call (E000/000) failures and initiate welfare checks with the Care team.
• Share impacted customer (MSISDN) details to enable immediate safety checks and ensure compliance with regulatory requirements (ACMA/LEA).
• Perform network activity checks for Voice, Data, and SMS to determine service reachability and failure points.
• Use tools such as Ni4cc, NBA, and Splunk for transaction log review and failure correlation.
• Troubleshoot signaling traces using NetScout, Call Search, and Wireshark for emergency call failures.
• Validate EBM and EEA logs for timestamps related to failed E000 events.
• Coordinate with other operators to verify camp-on (cross-network) E000 calls.
• Liaise with Handset Teams to validate device and software-level emergency call compatibility.
• Document all investigations, findings, and resolutions for audit and compliance purposes.
• Customer Experience Management
• Own the end-to-end management of customer complaints, from fault isolation to resolution and reporting.
• Deliver daily CPD operations functions ensuring SLA/KPI compliance and regulatory obligations.
• Work closely with inter-carriers and third-party vendors (3PP) for issue resolution.
• Perform L1/L2 level troubleshooting for RAN (coverage) and Core (Non-Access Network – Voice, Data, SMS, MMS, VM) services.
• Escalate and coordinate with CS, PS, VAS, RAN/Performance, IP, and IREG teams for advanced analysis and fix actions.

Key Competencies
Technical Knowledge

• In-depth understanding of 4G / 5G call flows for Voice, SMS, Data, VoLTE, and VoWiFi.
• Strong grasp of IMS / SIP signaling flows (INVITE, REGISTER, BYE, and emergency call sessions).
• Knowledge of E000 regulatory requirements, welfare checks, and compliance mechanisms.
• Proficiency in Wireshark trace analysis and interpretation of signaling protocols (SIP, Diameter, MAP, CAP, RTP).
• Understanding of PLMN operations, attach procedures, roaming, and fallback mechanisms.
• Hands-on experience with monitoring/logging tools: NetScout, Splunk, NBA, Ni4cc.
• Awareness of ACMA and LEA obligations in emergency call scenarios.

Operational & Analytical Skills

• Incident and Problem Management using ITIL framework.
• Strong analytical mindset with structured problem-solving approach.
• Effective in translating technical findings into customer impact insights.
• Skilled in Helix ticketing and maintaining investigation documentation.

Behavioral & Communication Skills

• Excellent coordination and communication across multi-functional teams (Care, Handset, RAN, Core).
• Calm under pressure and proactive in managing business-critical situations.
• Strong written communication for customer-facing updates and regulatory reports.
• Ownership-driven mindset with focus on preventive and proactive measures.

Education & Experience Requirements

• Bachelor's degree in Electronics, Telecommunications, or related engineering discipline.
• 5–10 years of experience in Core Network Operations / Service Assurance / Emergency Call Support (E000/911) environments.
• Exposure to Core, RAN, and Transport domains with hands-on trace analysis expertise.
• Prior experience in Telecom Regulatory Compliance or Emergency Call Operations preferred.

Work Conditions

• 24x7 on-site or hybrid operations with rotational shifts.
• Coordination with multiple cross-functional teams (Core L2, Incident Management, Delivery Leads, Handset Teams, and 3PP vendors).
• Adherence to customer SLAs, quality metrics, and emergency escalation procedures.

Interfaces / Stakeholders

• Internal: CRM, Core L0, GNOC Team, Problem Lead, Incident Managers, Delivery Managers.
• External: Nokia MSP Operations, Onshore teams, Regulatory stakeholders (ACMA/LEA), Handset OEMs, and Inter-carriers.

Skills: compliance,operations,management,customer,ran,data,communication