Mobile Telecom Support Engineer
You will work hands on with the telecom team, core engineering team, and Level 1/2 customer support escalation groups to monitor, troubleshoot, and properly escalate real-time core network or infrastructure issues that could affect customers. You will maintain and improve OXIO's network and provide technical support, fault investigation and troubleshooting of all issues on the network. You will keep the performance of the telecom network at optimum levels by ensuring that network and application problems are detected and corrected according to agreed KPI and SLA. You will collaborate with worldwide mobile operator engineers, support NOC engineers, and represent the telecom team with MNOs.
Responsibilities
- Troubleshoot complex issues by analyzing end to end call traces across multiple protocols and interfaces (MAP, TCAP, RANAP, DIAMETER, SIP, GTP, GTPv2, S1AP, SGsAP, IuCS, IuPS, Gr, Gn/Gp, S6a, S11, S5/S8, Gm, Rx, Cx etc.)
- Troubleshoot international roaming issues (voice and data) reported by outbound subscribers
- Work with worldwide mobile operator engineers to perform live tests and root cause analysis
- Create on-demand dashboards to monitor specific metrics or validate service restoration after failures
- Provide technical support to NOC engineers to analyze and solve issues
- Liaise with MNOs to represent the telecom team in the country
- Respond to L3 telecom incidents, NOC hotline calls and emails
- Perform L3-level troubleshooting and resolve or escalate telecom matters
- Develop KPIs and other metrics to monitor key aspects of mobile network performance
- Develop training material related to signalling, troubleshooting, and best practices
- Report and coordinate fault rectification with other operators and service providers
- Troubleshoot, document, and assess proper escalation channel and team or group
Requirements
- 10+ years experience working in a telecom environment doing L3 support or similar roles
- Protocol signalling analysis and troubleshooting in different protocols and interfaces of 2G/3G/4G/VoLTE networks
- Solid understanding of OSI model and TCP/IP networking, both IPv4 and IPv6
- Analysis of signalling traces using Wireshark
- SS7 signalling network troubleshooting
- Proficiency with Grafana, Prometheus, ElasticSearch
- Basic Python / Linux / Bash knowledge
- Ability to work on a 24/7 on-call rotating roster
- Excellent written and verbal communication skills
- Excellent interpersonal skills
- Proficient English written and spoken