Senior Service Engineer (Packet Core, IoT) | 484 | Infopulse
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Senior Service Engineer (Packet Core, IoT)

Infopulse Brazil is inviting talented professionals to join our project as a Senior Service Engineer (Packet Core, IoT) for our long-standing client BICS in our Rio office.

Join the team of our customer BICS – a global telecommunications enabler with a physical network covering the entire globe! 

  • Grow your expertise through interacting with A-level mobile carriers from all over the world;
  • Get your hands on the vast network with on land, underwater, and space points of presence;
  • Join our decade-long partnership with BICS to ensure confidence in your future and long-term growth.

Infopulse-BICS team has been growing since 2010… and we are looking forward to growing with you!

Areas of Responsibility

  •  Handle technically complex customer issues and maintain ownership of issue and customer communication until fully resolved (via Customer Care ticketing system)
  • Work on projects with a DevOps mindset and modern tooling to deliver a world-class IoT connectivity platform
  • Translate customer’s needs into implementation proposals to improve customer experience
  • Create practical demonstrations of proposed solutions and demonstrate them to other members of the team and internal stakeholders
  • Provide support for a variety of scenarios of service troubleshooting and special configurations, managing the technical relationship with the partners and suppliers, providing technical support and handling service outages
  • Handle customer escalations and emergency response with detailed post-mortem while addressing issues systematically to prevent future occurrences
  • Be ready to participate in debriefing and troubleshooting calls with customers
  • Monitor alerts/alarms raised by monitoring tools, do the initial diagnosis and create tickets
  • Build support lab environment to reproduce, analyse and test customer issues and develop workarounds in real-time
  • Create automation for deployments, testing and previously manual tasks
  • Develop and maintain performance monitoring systems for infrastructure and operations to ensure all service integrations are highly available
  • Provide 24x7 on-call support via on call rotation schedule (outside of working hours and including weekends) – 1 week per month
  • Proactively and independently analyse information to identify specific trends

Qualifications

  • 6+ years of experience as a Senior Support Engineer, Senior Service Engineer, Senior VAS engineer, Packet Core Engineer or similar in the telecommunications/IT space
  • Engineering degree, or a related technical discipline and relevant work experience
  • Strong understanding of standard mobile operator infrastructure, capabilities and especially hands-on operational experience with mobile data services (IPX, GRX, LTE, SMS, SS7, API)
  • Strong understanding of mobile data protocols: HTTP, SS7, DIAMETER (Mobility Management, Policy Control Charging), MAP, INAP, GTP
  • Strong understanding of IT infrastructures (distributed, high available real-time infrastructures) and network protocols on different layers (OSI layer model – IP, TCP, UDP, SCTP, HTTP, SMPP, GTP) preferred with good knowledge of different data exchange formats, protocols and common telecom infrastructure APIs
  • Strong understanding of standard mobile and roaming call-flows

Will be an advantage

  • Unix/Linux, Python scripting experience will be advantageous
  • Splunk SPL scripting language knowledge
  • Packet core infrastructure (2G/3G/4G) including advanced packet core features (PCRF, DPI), BSS infrastructures experience would be advantageous
  • Experience on SIM Applets, Over The Air (OTA), eSim, eUICC, SMDP/SMSR
  • Experience in roaming, M2M and background in MVNO/MVNE environment
  • Understanding of IoT market use cases
  • Hands-on experience with IoT devices and device communication protocols
  • Performance, Load, Stress and Soak testing, API testing

Personal skills

  • Ability to work under pressure/in emergency situations
  • Excellent hands-on Wireshark experience and/or other similar protocol analysers
  • Excellent communication skills in English
  • Experience in communicating with technical and business audiences and writing technical documentation

Your contact for this vacancy is:

ana-paula
Ana Paula Freire
Junior HR Manager

Send us your CV and we will get back to you.

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