Operations Engineer

We are hiring for Operations Engineer with Mobileum at Dallas, TX. Job Description : The incumbent will be responsible for providing reactive and proactive 24 x 7, Level 1 and Level 2 technical support to the customer and to Mobileum’s onsite team, for the deployed product and solutions, as per the agreed SLA’s with the customer. : Key Responsibilities: Handling all the communication related to the assigned customer accounts. Responsible for collecting all the data regarding the customer support request (CSR’s) Responsible for handling Level 1 and Level 2 analysis and trouble shooting. Responsible for handling complex product queries. Responsible for reviewing and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use. Logging ticket on CSR portal and performing periodic updates to ensure that the CSR portal reflects the current and updated status of CSR. Maintain all the connectivity and account details from a support perspective to provide efficient support. To analyse and properly escalate the CSR in accordance with the defined support process. Ensure appropriate inclusion of engineering function within investigation. Regular follow-up with engineering team on escalated CSR.CSR handling to be done in accordance with the agreed SLA's - Response time and Resolution time being the primary KPIs. Emergency CSR handling on a 24/7 service level. Installing patches and Emergency corrections. Performing regular health-checks of the assigned customer sites. Be prime interface to the customer and hold review meetings with the customer on a timely basis based on the tickets raised. Participate in the development, review and implementation of product upgrade/patch and installation processes. Domain Expertise: Knowledge of ITU-T/ANSI SS7, GSM, IS-41, ETSI, 3GPP standards Technical know-how on SCCP, TCAP, MAP, ISUP, INAP, CAMEL, SIGTRAN protocol stacks Technical Skills: UNIX (Linux) and shell/Perl/python scripting Oracle 19G – Operations HW & Switch Knowledge Functional Skills: Supporting software applications for customers Effective written and verbal communications skills Effective query resolution skills on telecalls and emails a must. Educational Qualification : Btech/Mtech/BE/MSc/MS/MCA(fulltime) Work Experience : 4 to 8 years of experience in technical support & managed service Location : USA - Dallas