Assistant Manager - Kuala Lumpur, Malaysia - Scicom

Description

The Responsibilities of the Role:-

· 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, analyze 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 analyze information to identify specific trends

· You can easily communicate with the Customers in their own language and explain technical / telecom complexity to non-telco customers

· You should have very good presentation skills and you can easily cope with different cultural specificities in a multicultural, innovative and changing environment;

· You are customer focused, result oriented and stress resistant.

The Requirements for the Role:-

· Degree/Masters in Telecommunications or equivalent professional qualification.

· 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

· 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.

· Ability to work under pressure/in emergency situations.

· Excellent hands-on Wireshark experience and/or other similar protocol analyzers

· Excellent communication skills in English and Mandarin.

· Experience in communicating with technical and business audiences and writing technical documentation.

· 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.

· Customer focused, result oriented and stress resistant.

· Ability to work early and late shifts, at night and during the weekends (24/7)(Rotational).

· Able to follow and adapt to fast moving technical environment.

· Good analytical and problem-solving skill

· Dynamic,highly motivated and result -oriented team player with good collaboration skills.

· You can easily communicate with the Customers in their own language and explain technical / telecom complexity to non-telco customers

· You should have very good presentation skills and you can easily cope with different cultural specificities in a multicultural, innovative and changing environment;

The Package:-

· Attractive Salary(RM 5000-RM 8000).

· Performance related allowance on a quarterly basis for confirmed staff.

· 15 days Annual leave

· 14 days Medical leave

· Medical and hospitalization insurance coverage.