Sr. Case handling engineer
Ability to manage crisis which is technical & non-technical
Flexible to work during odd hours and travel at short notice
Hands on him/herself on the products supported at the CSP network
Flexible to be relocated as per the management requirement at any place in the country
Specific:-
Previous experience in integration and verification work is plus
-Good knowledge or experience of communication network is plus
-Conscientiousness/Responsibility is preferred. Take full responsibility to ensure tested function
-Self-motivated, target driven and innovative thinking are preferred
-Hardworking is preferred, proactively take action to guarantee sw quality and efficiency
-Plan own job very well by priority and time to reach project requirement.
-Understand how important role of testing play during whole SW development process
-Test automation tools usage/development skill is plus
-Enjoy team work and open communication
Be self-motivated & takes up tasks with enthusiasm
Good technical understanding on GSM n/w topology & protocols.
Good knowledge in Access, Radio and Transport Networks
Knowledge on GSM performance metrics & its interpretations/ applications
Good technical understanding on IP topology & protocols.
Good analytical & investigation technique
Proficiency in Microsoft office tools
Qualifications
Ready to work in 24x7 environments
Good pleasing skills, which helps to maintain customer escalations
Good expert in handling NOKIA products on 2G BSC's, 3G RNC's & BTS/NODEB
Good expert in handling NOKIA products on LTE-eNODEB/SRAN/c-RF sharing
End to end engagement in handling Cases/EME's
Majorly an Individual contributor and a strong team player
1. Troubleshoot, diagnose, advise and perform corrective and/or preventive actions to resolve technical issues reported by customers (ensuring Customer information is properly protected).
2. Ensure customer SLA compliance and KPI quality performance level.
3. Engage and collaborate promptly with additional tiered support levels, as needed and in some cases, collaborate with contracted 3rd party vendors in the maintenance agreement for issues resolution.
4. Support and Involve Software Release/Change delivery/On top Upgrade activity and troubleshooting of issues raised during/after upgrade.
5. Develop and maintain good understanding of the customer network and recommend improvements of products and solutions to the internal product groups.
6. Manage and build customer relationship on a day-to-day basis. Provide appropriate follow-up to customers and keep the case information updated in the Support Tool.
7. Create ‘advanced’ and reuse Knowledge Management Articles.
8. Apply SW Services processes, policies, tools, documentation and contribute to their continuous improvement.
9. Restore/neutralize operational or functionality disruptions efficiently within committed SLAs as a Certified Emergency Engineer. Contribute to Emergency rota when needed.
10.Deliver support to other experts in resolution of complex issues and critical outages.
11.Deliver the knowledge sharing sessions within team to share the best learning practices and troubleshooting steps.
12. Provide SW support to Service Delivery teams, as needed.
13. Record time tracking accurately.
14. Ensure self-development as per evolving Nokia portfolio and maintain awareness of new products and releases through regular updates.
15.Familiar with multiple protocol and IP analyzers and internal tools.
16.Engineer should be ready to work on customer specific time zones and business days.
17.Engineer should have excellent communications skills and should be able to handle conference bridges as and when needed.
