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