Description
Tier 2 IMS/VoLTE Support
Description:
This position serves as the Subject Matter Expert (SME) in multiple disciplines to second level (Tier 2) technical support and engineering teams. This position performs consultative support to Tier 2 Voice Platforms in the delivery of highly complex support for Our client's wireless network elements, platforms, systems, applications and services. This position uses professional concepts to carry out expert level diagnostic investigation of customer-impacting network issues and provides technical leadership/guidance and advice to other engineers who are diagnosing, troubleshooting and repairing complex issues within our client's IMS, GSM/UMTS or UMA Networks. This position identifies technical development opportunities for other engineers, develops and implements technical training programs as needed. This position analyzes design, reliability and maintenance problems to the relevant organizations and provides design improvement recommendations to improve the customer experience or ease of operation long-term. The required support is performed over a wide array of platforms in the Network including, but not limited to MSS/MGW, MGCF, HLR/HSS, CSCF, BGCF, TAS, LCS, IP, SMS, UNC equipment. This position is the technical lead on the supported systems and platforms. This position works with vendors on providing technical solutions for the system users. This role requires that the engineer participate in an "on call rotation" on an as needed basis to ensure that expert level support is available on a 24x7 basis.
Essential Functions
Resolves highly complex technical design or service issues that cannot be resolved through normal operations and maintenance procedures and provides leadership for root cause analysis to drive issue resolution and limits impact to the customer. The Consultant is required to engage in vendor management issues, coordinate updates for the national, regional and market teams.
Develops proactive initiatives geared towards exceeding network KPIs.
Provides technical guidance to junior Tier2 Engineers for resolution of customer issues to develop the technical troubleshooting and leadership skills throughout the Tier2 organization. Approves technical bulletins written by other members of the Tier 2 organization.
Devises and delivers training programs and supports documentation to other departments on new operation, maintenance and troubleshooting procedures. Produces technical bulletins in order to provide short term work-around solutions and guidance on current Network issues. This consistently requires a great deal of "out of box" thinking and complex analysis of software problems within the network. Provides leadership to others within the position's team or customers' team.
Leads Engineering and Vendor teams with the validation of new products and services to ensure trouble free network introduction. This position will provide expert consultative support during major software upgrades as well as recommend network parameter settings.
Occasional travel for trainings will be required.
Qualifications
Minimum Required
Expert-level understanding of Operations and Maintenance procedures and Advanced Troubleshooting techniques across multiple platforms.
Ability to multitask and effectively handle multiple competing priorities.
Solid understanding of GSM/UMTS and IMS network architecture and their respective specifications/technical realization.
Expert-level understanding of GSM/UMTS Network Signaling standards, interfaces and protocols such as ISUP, MAP, BSSMAP/DTAP, RANAP and good understanding of IMS/VoIP Network Signaling standards and protocols such as SIP, SDP, RTP, Diameter, Radius, MGCP
Good understanding of IP transport layer protocols like TCP, UDP and SCTP
Excellent analytical and technical troubleshooting skills.
Strong vendor management skills, including issue escalation, negotiation of fix delivery dates and management of the service level agreements.
Excellent written and verbal communication skills.
5-8+ years Experience in fault analysis within the telecommunications industry.
5-8+ years Hands-on experience in one of the following : GSM/UMTS/IMS Core network node and their integration to OSS
5+ years Wireless industry experience in the OSS and network management space. Experience in fault analysis within the telecommunications industry
Desired
3+ years Experience with Mitel and/or Ericsson MSS/MGW equipment is strongly preferred
Knowledge and Exposure to VoLTE concepts is a plus.
5+ years Experience with Cisco and IP Networking is a plus
Applies expertise and experience on OSS Systems to achieve proactive Operations and Maintenance of the network.
Knowledge of SQL database structures, SQL database query writing, Unix Shell Scripting, and data manipulation.
Knowledge of different standard interfaces (ie CORBA, LDAP, XML).
Strong Unix/Linux/Oracle/Storage systems knowledge and adept on the related disciplines.