Support Engineer 支援工程師 -IMS and Cloud Infrastructure

About this opportunity
We are seeking a Support Engineer with expertise in IMS and Cloud Infrastructure systems to join our team. You will handle operations, maintenance, new equipment deployment, end-to-end troubleshooting, and root cause analysis in line with established processes and contracted SLAs, delivering telecom-grade solutions for our customers.
What you will do

• Issue & SLA Management: Own Customer Service Requests from contract validation to root cause resolution, while overseeing SLA/KPI performance and customer satisfaction.
• Emergency & Deployment Execution: Respond to emergency situations for timely network restoration, and execute software implementations and equipment setups in customer networks.
• Proactive & Corrective Support: Conduct data-driven preemptive support to prevent service degradation, and implement corrective actions for unsuccessful software loading.
• Knowledge Sharing: Mentor peers, facilitate knowledge transfer and reuse, and collaborate cross-functionally to support system optimization.

The skills you bring

• Core Technical Expertise (Must-Have): Hands-on experience with IMS or Cloud Infrastructure systems, proficient in at least one:

o IMS / Core Components: CSCF, MGCF, BGCF, MRF, SBC, CS Portfolio competence
o Cloud & Infrastructure: OpenStack, Kubernetes, Cloud Infrastructure

• Troubleshooting & Operations: End-to-end fault resolution, root cause analysis, preemptive support competence, Machine Learning, and Release & Change Management.
• Process & Compliance: CSR Handling Process, Customer Problem Management, Change and Improvement Management, and Trade Compliance.
• Customer & Collaboration: Customer Success, Customer Relationship Building, Data Analysis, Negotiation, Knowledge Transfer and Reuse, and Knowledge Sharing and Collaboration Skills.