Description
Job Description & Requirements:
- Customer satisfaction
- Network performance
- Cost reduction
- Performance and Quality enhancement
- Incident Prevention
- Root Cause Analysis
- Hot and Critical issue handling
- Mentoring RSSA engineers
Job Purpose
We are looking for senior and experienced engineers, with a right Customer Support mindset, proactive approach and right competence to troubleshoot and solve technically complex and network issues.
Main Responsibilities include:
- Project support during implementation.
- End of Support product CSR handling
- Handle Hot and critical issues.
- Perform RCA of Emergencies that occur in RSSA customers.
- Network Audits.
- Reduce Long Duration Emergencies.
- Work as a good team member in a group of highly competent and skilled engineers.
- Team player.
- Proactive approach.
- Assumes work responsibility by being flexible.
- Able to manage high work load periods.
- Able to write technical procedures.
- Mentor to junior and local African engineers.
- Suggest improvements in ways of working and ways of cooperation.
- Emergency handling
Required Technical Competencies:
* Hands on experience with various products in the Revenue Management Domain.
* At least 5-6 years experience, with in-depth troubleshooting skills on one or more charging system platforms.
* At least 5-6 years of experience in a customer support environment.
* Ability to independently deal with complicated technical issues and problems.
* Advanced troubleshooting skills on the TSP platform and firm grasp on various charging protocols like Diameter, SCAP, SRAP, UCIP, VCIP, INAP, CAPv3, Capv2, CS1+, MAP
* Advanced database knowledge of Sybase, Oracle, MySQL.
* Ability to perform revenue assurance audit of the charging network.
* Excellent knowledge and experience on DWS and/or CRS nodes.
* Will be a plus, if you have experience in Installation, Implementation, Commissioning and Testing of Ericsson SDP, CCN, AIR, MINSAT, SCP and IVR nodes and highly developed HW and SW troubleshooting skills on these nodes.
* Knowledge on various technologies supported by Ericsson. (eg UMTS, GPRS, EDGE, WCDMA, GSM etc).
* Oracle DB expertise
* EWP knowledge is a plus
General/Soft Skills:
* An SME who is able to interact with the CNS organization to understand and clarify customer issues and work with PLM organization for advanced troubleshooting and trouble reports.
* Experience on Customer Support Tools like SMS, KCS, MHWeb.
* Excellent Communication skills required (Both written and oral).
* Understand the client†s customer support processes,
* Highly motivated and good team player.
* Must have consultative skills, share knowledge.
* Motivated to mentor and coach team members.
* Ability to work under strong pressure related to scale of business impact.
* Ability to develop and give effective presentations within own unit.