Key Tasks |
Enhanced E000 support: - Trigger Welfare Checks - Share details of failed E000 call attempts (MSISDNs) with the Care team to enable timely welfare checks for impacted customers.
- Actively engage with Care team stakeholders ensuring safety for the impacted customers and supporting regulatory compliance.
- Perform Network Activity Checks (Voice, Data, SMS transaction review and analysis) and record outcomes / findings.
- Review and Analyze E000 failed transaction logs using Ni4cc logs and NBA / Splunk.
- Troubleshoot signaling traces for the failed E000 calls using NetScout / Call Search.
- Handset E000 compliance validation.
- Validate EBM events and EEA logs for the E000 call failed timestamps.
- Co-ordinate with other Operators to review camp-on E000 calls on their Network.
- Co-ordinate with Handset team for gathering detailed feedback on device and software compatibility for E000.
- Prepare summary of the investigation and record it.
Customer Experience Management: - End-to-end ownership and management of customer complaints, includes fault isolation, tracing and troubleshooting, issue resolution, and recording the investigation findings.
- Day to day CPD function delivery and manage the contractual service levels and KPIs.
- Coordinating with inter-carriers and 3PP vendors
- Responsible for defining, coordinating and validating all activities and deliverables required to ensure the performance and operability of the customers’ network
- Level 1 support for troubleshooting Radio Access Network (Coverage) and Core Non-Access Network related services (Voice, Data, SMS, MMS, VM etc.,).
- Co-ordinate with Level 2 support (CS, PS, VAS, RAN/Performance, IP and IREG) for detailed investigation.
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Key Attributes & Skill Requirements |
Key Competence Requirement: - Good knowledge of end-to-end service assurance (Core, RAN, Transport, Device perspective).
- Strong understanding of 4G / 5G call flows (Voice, SMS, Data, VoLTE, VoWiFi) and its interfaces.
- Knowledge of IMS / SIP signalling (INVITE, REGISTER, BYE, emergency call flows).
- Familiarity with Emergency call handling (E000/000) regulatory requirements.
- Familiarity with welfare checks and customer safety processes in case of failed emergency calls.
- Understanding of regulatory compliance (ACMA requirements, LEA obligations).
- Strong skills in network activity review (voice, data, SMS transaction analysis).
- Hands-on experience in Wireshark trace and log analysis.
- Solid understanding of protocols (SIP, Diameter, MAP, CAP, RTP etc.,).
- Understanding on PLMN behaviour (forbidden PLMNs, attach procedures, roaming, fallback etc.,)
Key Attributes Requirement: - Ability to translate technical findings into customer impact insights.
- Strong incident and problem management (ITIL framework preferred).
- Ability to work along with various functions (Handset, Care, Core/RAN L2 support, Projects, 3PP vendors etc.,).
- Clear documentation skills (Helix ticketing)
- Analytical and structured approach to problem solving.
- Strong communication skills for customer-facing and internal stakeholder updates.
- Ability to manage high-pressure, business-critical situations.
- Proactive mindset – identifying issues before they impact customers.
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Interfaces |
- CRM, Customer, On-Shore.
- MSP Operations, SDM, Delivery Manager, Ops Leads, Problem Lead, Incident Managers.
- MSP Core L0
- MSP GNOC team
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