CTM BO Engineer Timișoara

Providing operational support of handling customer complaints equivalent to L2/L3 level troubleshooting.

Focusing on customer
- oriented service operations. Coordinated working with other stakeholders to ensure offered service is available for end user on the proposed time and location

Act as an intermediary between Customer Ops and NOC

Objective of the CTM team is to manage the following and route it to the right team for resolution:

Customer Tickets Flow

VIP Customer Ticket Handling Process

Reactive Service Incident/ Bulk Tickets - Tickets assigned from customer and other Parties

Proactive/Reactive Service Incident

Proactive/reactive tracing tool tickets

Service KPI Analytics

Scope of Customer Experience Management Process:

L2, L3 Processes for Customer Experience Management

Tools used in the process

KPIs and SLAs Definition

Integrations with other processes

Perform continuous improvement for op

Review and validation of the network incident and evaluate its urgency and relevancy

Create ticket, ticket escalation to Level-2/Level-3 as per criticality and tracking as per SLA

Create and review documentation and process regarding recurring issues, new standard operating procedures, knowledge transfer material, etc.

Respond/ Intimate and Remediate customer requests under SLA

Incident report and performance matrix report generation

Troubleshooting of known faults/Identified scenarios

Coordinate with internal/external stakeholders (Back Office, Technical Assistance Center, Network operation center teams and Field-level maintenance team etc. )

Knowledge in analyzing signaling protocols traces: Diameter, SS7, GTP, HTTP2, SIP.

Knowledge of CORE Mobile Networks and technical function and elements of it with hands on MME, AMF, SMF, UPF, PCF, BSF, DNS, etc) along with SDM 4G & 5G architecture expertise.

Knowledge of tracing systems tools. Radcom knowledge is a plus.

10+ years of experience in NOC Operations. Good knowledge of modern mobile networks (3G, 4G, 5G) and technical function and elements of it.

Should have user level knowledge of Operation Support Systems / Network Management System tools, preferable to have experience on Service Assurance Tools. Basic knowledge on Linux, Windows.

TIL process knowledge (certification not mandatory).

Have good analytical and technical issue resolution skills

Understanding of Service Level Agreements and Key Performance Indicators.