Senior Service Engineer (IoT) m/f/d

Infopulse, Part of TietoEvry Create, is inviting an experienced Senior Service Engineer (IoT)  to join our growing team as a  Senior Service Delivery Manager. Join the team of our customer BICS – a global telecommunication enabler with a physical network stretching through the globe! You will also have the opportunity to cooperate together with them and our diverse cross-functional team to ensure a high quality of our product and a satisfactory experience for our customers. You will cooperate directly with Platform and Infrastructure teams to investigate and resolve issues reported by our customers, to properly assess and agree on actions to be taken for necessary fixes and continuous improvements in our products and deployments.

Areas of Responsibility

• Handle technically complex customer issues and maintain ownership of issue and customer communication until fully resolved (via Customer Care ticketing system)
• Work on projects with a DevOps mindset and modern tooling to deliver a world-class IoT connectivity platform
• Translate customer’s needs into implementation proposals to improve customer experience
• Create practical demonstrations of proposed solutions and demonstrate them to other members of the team and internal stakeholders
• Provide support for a variety of scenarios of service troubleshooting and special configurations, managing the technical relationship with the partners and suppliers, providing technical support and handling service outages
• Handle customer escalations and emergency response with detailed post-mortem while addressing issues systematically to prevent future occurrences
• Be ready to participate in debriefing and troubleshooting calls with customers
• Monitor alerts/alarms raised by monitoring tools, do the initial diagnosis and create tickets
• Build support lab environment to reproduce, analyse and test customer issues and develop workarounds in real-time
• Create automation for deployments, testing and previously manual tasks
• Develop and maintain performance monitoring systems for infrastructure and operations to ensure all service integrations are highly available
• Provide 24x7 on-call support via on call rotation schedule (outside of working hours and including weekends) – 1 week per month
• Proactively and independently analyse information to identify specific trends

Qualifications

• 6+ years of experience as a Senior Support Engineer, Senior Service Engineer, Senior VAS engineer, Packet Core Engineer or similar in the telecommunications/IT space
• Engineering degree, or a related technical discipline and relevant work experience
• Strong understanding of standard mobile operator infrastructure, capabilities and especially hands-on operational experience with mobile data services (IPX, GRX, LTE, SMS, SS7, API)
• Strong understanding of mobile data protocols: HTTP, SS7, DIAMETER (Mobility Management, Policy Control Charging), MAP, INAP, GTP
• Strong understanding of IT infrastructures (distributed, high available real-time infrastructures) and network protocols on different layers (OSI layer model – IP, TCP, UDP, SCTP, HTTP, SMPP, GTP) preferred with good knowledge of different data exchange formats, protocols and common telecom infrastructure APIs
• Strong understanding of standard mobile and roaming call-flows
• Ability to work under pressure/in emergency situations
• Excellent hands-on Wireshark experience and/or other similar protocol analysers
• Excellent communication skills in English
• Experience in communicating with technical and business audiences and writing technical documentation

Will be an advantage

• Unix/Linux, Python scripting experience 
• Splunk SPL scripting language knowledge
• Packet core infrastructure (2G/3G/4G) including advanced packet core features (PCRF, DPI), BSS infrastructures experience would be advantageous
• Experience on SIM Applets, Over The Air (OTA), eSim, eUICC, SMDP/SMSR
• Experience in roaming, M2M and background in MVNO/MVNE environment
• Understanding of IoT market use cases
• Hands-on experience with IoT devices and device communication protocols
• Performance, Load, Stress and Soak testing, API testing