Technical Authority

Our client, a leading Global telecommunications organisation currently requires a Technical Authority to be responsible for the investigation, diagnosis and fixing of Mobile Network faults, minimising customer impact during the process.

ROLE PURPOSE:

- Responsible for the day to day investigation of cases
- To investigate and identify root cause of complex cases in order to minimise customer impact due to service impacting faults
- Work closely with the MVNO help desk, team owners within 2nd line, 3rd party suppliers
- Provide timely and accurate incident and post incident updates/resolution details
- Attend internal and external conference calls and meetings to ascertain progress and drive action plans for cases where necessary
- Proactive troubleshooting to identify faults & potential service issues using suite of tools to allow necessary tracing and analysis to take place
- Prioritise workload according to the associated business impact and brand damage, aiming to improve the customer experience in order to minimise any loss of service and revenue in order to improve the customer experience
- Utilise available equipment (test SIM's and Devices) in order to analyse issues to validate and understand behaviour of the fault
- Identify potential service issues via bespoke usage analysis (eg incorrect APN settings)
- Work collaboratively with Technology and Wholesale in order to aid the progression of issues
- Proactively seek areas for Service Improvement

TECHNICAL SKILLS/KNOWLEDGE REQUIRED:

- Experience of diagnosing network faults end to end within major mobile phone operators
- Excellent understanding of troubleshooting methodologies
- Experience of working in all tiers of a first and second line fault finding team investigating service issues - Highly Proficient
- 3G Voice- Highly Proficient
- 2G Voice - Highly Proficient
- Routing & Switching - Highly Proficient
- Thorough and detailed knowledge of the core network
- Excellent understanding of mobile and IT infrastructures
- Excellent understanding of mobile service portfolios

DESIRABLE:

- IMS, SIP & RTP - Good understanding
- SS7 & Sigtran Protocols - Highly Proficient

Alexander Mann Solutions, a Recruitment Process Outsourcing Company, may in the delivery of some of its services be deemed to operate as an Employment Agency or an Employment Business.