Provide troubleshooting and technical support.
Identify, analyse and classify technical problems, correlate possible causes, conduct effective diagnosis and report issues.
Documenting troubleshooting and support materials.
Installation, maintenance and upgrading of production systems;
Coordinate with Quality Assurance, Engineering, and Product teams to advise regarding the products proper use and address specific user issues.
Write status reports and effectively communicate the issues and status;
Identify, analyse and classify technical problems, correlate possible causes, conduct e effective diagnosis and report issues;
Drive continuous improvement, in areas such as monitoring, operational task automation, continuous integration, deployments and performance tuning.
At least 6 years of experience in operations/support role in telecom/service provider domain
Operations Centre experience including technical troubleshooting, customer support, network monitoring systems and ticket/incident management, resolution and escalation processes.
Experience in voice service operations role and related protocols (SS7, PSTN, SIP, 3G, etc).
Good level of knowledge of RCS, VoIP and Video over IP and related protocols such as SIP, RTP and audio/video codecs is a plus
Good level of knowledge and experience with IP networking, switching, firewalls, and load balancers (CCNA or comparable certification is desirable).
Strong experience with Unix/Linux environments, including administration, troubleshooting and shell scripting (RHCE or comparable certification is desirable).
Familiarity with ITIL standards is a plus.