(ICT Network Provider) SA-PACO

• General
  
• Handle and resolve Customer issues
  
• Provide dedicated support
  
• Deliver results & meet customer expectations
  
• Handle Software Update Management (SUM)
  
• Handle Customers and internal Stakeholders from Technical perspective
  
• Work with diverse team
  
• Operational
  
• Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority
  
• Analyze and troubleshoot to Handle and provide support in critical and Emergency cases when needed
  
• Interface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority cases
  
• Write JIRA and engage design support when needed
  
• Available to handle customer technical queries all the time and ensure timely response
  
• Ensure to assign the cases to team timely
  
• Make constant efforts to be updated on relevant technical skills all the time
  
• Participate in Project activities and involve as needed
  
• Take handover from Project and ensure all the check points completed
  
• Organize and deliver the Knowledge sharing sessions with stakeholders
  
• Review and prepare the relevant technical document i.e. RCA
  
• Customer Specific
  
• Good Working Relationship with Customer and Working groups
  
• Take part in Operational review meetings regularly
  
• Up to date on solution deployed in customer network
  
• Single point to contact from This Company to receive customer technical queries
  
• Make customer aware on product Life cycle i.e. HW or SW
  
• Interface with customer for planned activities in network as needed
  
• Business Related
  
• Provide technical support to Service delivery Manager in all respect
  
• Participate and contribute during pre-sales engagement activities
  
• Understanding of the contractual obligation for support delivery
  
• Ensure that KPIs are met according to SLA
  
• Identify the add on sales opportunities
  

Requirements

• Behavioral Competences:
  
• Creating & Innovating
  
• Entrepreneurial & Commercial thinking
  
• Persuading & Influencing
  
• Applying Expertise & technology
  
• Analyzing
  
• Delivering Results & Meeting Customer expectations
  
• Soft Skills:
  
• Presentation & Communication skills
  
• Teamwork & collaboration skills
  
• Market insight
  
• Financial Understanding
  
• Consultative Selling Skills
  
• Negotiation Skills
  
• Leadership Skills
  

• Education Qualification & Years of Experience
  
• Education: BE/B Tech or equivalent
  
• Min years of experience: 10+ Years
  
• Skill Experience
  
• Experience on working in 4G & 5G Packet Core is must. Following applications/functions are considered to be part of Packet Core
  
• MME/AMF/SMF/PCC
  
• EPG/Packet Gateway
  
• SAPC/CCPC/5G Policy Controller
  
• An exceptional troubleshooting skill is required to solve the customer issues without escalating to the next level for competence units
  
• Should able do tracing and complex logs analysis for Packet Core Nodes (4G & 5G)
  
• Exposure to any of the following Cloud Core applications/environment is desired
  
• CCSM/CCDM/CCRC (Sub. Management, Data Management, Resource Function)
  
• OpenStack (CEE)
  
• Kubernetes (CCD)
  
• IP Routing
  
• IMS
  
• Strong technical acumen should be exhibited when dealing with complex customer issues.
  
• Should have worked in a Support function earlier
  
• Past experience with Ericsson will be preferred
  
• Good knowledge of 3GPP in 5G Packet Core
  

Benefits