Packet Core Support Engineer (m/f/d)

Infopulse, part of Tietoevry Create, is inviting an experienced Packet Core Support Engineer to 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 customer issues via Customer Care ticketing system
• Work on projects to deliver a world-class IoT connectivity platform
• Translate customer’s needs into implementation proposals to improve customer experience
• Provide support for a variety of scenarios of service troubleshooting and special configurations, 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
• 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

• Experience as a Support Engineer, Roaming 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 (PCRF, OCS, RADIUS), 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, 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
• 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

• Linux, MySQL scripting experience
• Splunk SPL scripting language knowledge
• Experience on SIM Applets, Over The Air (OTA), eSim, eUICC, SMDP/SMSR
• 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