Senior Technical Support Specialist

Infinite Computer Solutions; Dadri; On-site; INR 2,400,000 - 3,600,000; Full time

Job summary

Infinite Computer Solutions seeks a seasoned Network Operations Center SME to assess and enhance NoC staff capabilities for stable customer networks, delivering project-specific training and performance evaluations.

The role requires hands-on support across Cisco/Huawei/Jac/NSN devices and deep knowledge of IMS and EPC architectures, with readiness for 24/7 shifts and incident resolution within SLA.

Qualifications

• 8+ years of operational experience in troubleshooting Ericsson & Huawei Packet Core.
• Willing to work in 24x7 environment and lead NoC operations.
• Experience with CISCO, HUAWEI, JUNIPER, NOKIA, and ERICSSON devices.
• Proficient with EPC components and IMS/Packet Core architectures.
• Strong problem-solving and independent work attitude.
• Good knowledge of UNIX or Linux operating systems.

Responsibilities

• Assess, address, and evaluate NoC staff skillset to ensure stability of customer networks.
• Train, transfer knowledge, and evaluate performance of engineers in NoC.
• Manage tools, systems, and procedures for effective issue management and customer satisfaction.
• Provide hands‑on technical support for health and maintenance of multiple network environments.
• Perform tier-2 and 3 escalation; act as NoC point of contact for leadership.
• Review and prepare technical documents such as RCA; manage software upgrades and backups.
• Analyze MOPs and prepare for Change Management; resolve incidents within SLA.

Skills

Troubleshooting Packet Core

24x7 Support

Unix/Linux OS

IMS Architecture

SIP/Telecom Protocols

Network Debugging

Escalation Handling

Tools

Trace log analysis

Troubleshooting tools

Job description

• The Network Operations Center SMEs primary responsibility is to assess, address, and evaluate technical skillset required of the NoC staff to ensure stability of the customer network infrastructure. The Network Operations Center SME provides overall expertise in the network operations functions.
• Key Responsibilities:
• Training, Knowledge Transfer and Performance Evaluation-
• Ability to receive Project Specific technical training from the customer during the transition phase.
• Train, develop the engineers by delivering the project specific training to ensure the effective operation of the NOC.
• Evaluate and assess the engineer’s performance on the training delivered.
• System and Process Management- Manage tools, systems, and procedures to ensure effective management of issues and customer satisfaction.
• Operational Management- NOC SME will manage and provide, as needed, hands‑on technical support work related to the overall health and maintenance of the customer multiple Network environments.
• Escalation and Point of Contact- This position will perform tier-2 and 3 escalation support and act as the point of contact in the NOC for all inquiries from Senior Leadership and other Managers.
• Required Skills & Abilities
• 8+ years of operational experience in handling Troubleshooting of Ericsson & Huawei Packet Core.
• Ready to work in 24*7 Work environment and lead the operations for NoC.
• Experience in CISCO, HUAWEI, JUNIPER, NOKIA, and ERICSSON devices
• EPC Products - NFVI virtualized infrastructure, IMS (CSCF, MTAS, SBG), EPC (MME, EPG/PCEF, DNS, SAPC/PCRF), PGW, IMS, PCRF, SGSN, GGSN.
• Plans and executes technical tasks requiring specialist skills in EPC PACO Products (Signalling and Gateway s with all Flavors 2G, 3G, 4G 5G) / CLOUD professional area.
• Experience with troubleshooting tools, Trace log file analysis tools.
• Fault identification/correction/ reporting skills on the subsystem and equipment
• Strong problem-solving ability
• Good working knowledge of UNIX or Linux operating systems
• Works independently with the responsibility for solving customer request cases and reporting according to processes. Identifies and solves technical problems.
• May support areas by participating in emergency and 24/7 duty. Level 2 Technical Support for Packet Core.
• Review and prepare the relevant technical document i.e. RCA
• Manage software upgrade and backups.
• Analyse MOPs and preparation for Change Management activities Resolving Incidents in provided SLA .
• Available to handle customer technical queries all the time and ensure timely response.
• Good exposure in IMS architecture with all the nodes (P-CSCF, I-CSCF, S-CSCF, TAS, HSS) and end to end call flow including IMS Registration.
• SIP Call processing and SIP Supplementary Services & Telecom Protocols and technologies like SIP, SDP, DIAMETER, TCP/IP, HTTP, MGCP etc.
• Good experience in Packet Core Knowledgeable of telecommunications protocol and networks SS7, GSM (Call Flows/Protocols), GPRS (Call Flows/Protocols), UMTS (Call Flows/Protocols) VoIP
• IMS and SIP testing, SIP call flows, IMS (including CSCF servers) component testing.