CPD-Emergency Support Engineer –L3

3 days ago

Chennai, Tamil Nadu, India Teknowiz Full time ₹ 4,00,000 - ₹ 12,00,000 per year

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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