Responsibilities:
  • Role is focused on proactive monitoring/escalations rather than doing the actual technical troubleshooting work
  • Perform product/network metrics monitoring and L1 support (First Level Analysis - FLA) for MOSE oncall during office hours (Monday-Friday). It includes Acknowledging the alerts, performing FLA, classifying the alert and escalating to right team as needed with a high level of accuracy and within committed SLA. Work closely with global MOSE team and L1 contractors for day to day FLA on-call duties.
  • Onboard new partners to the respective Partner Portal (MPP, AI, XPP..,)
  • Handle non-technical / templated support request to / from our partners (Example: Carrier, ISP, Actionable insights..,)
  • Work closely with the vendor and internal teams for issues related to remote sim card testing solutions.
  • Proactively reach out to Partners to ensure updated IP lists are applied correctly on the systems (Example: FB, WA, IG..,)
  • Review and apply setting change requested by partners: (Example: Partner profile settings, MCC-MNC, Carrier IPs, ASN, MPP user configuration).
  • Assist MOSE team on ad hoc request to support engineering projects, QA review, provide support for new product on boarding to MOSE team and so on..,
  • Provide suggestions to improve support processes, L1 triaging flow and other workflows in MOSE team;
  • Work with MOSE team to manage and maintain CMS content for powering FAQs and docs on the portal.
  • Monitor team's group mailboxes.
  • 2+ years experience providing customer or enterprise monitoring and/or support in a technical (preferably telecommunications) environment
  • Knowledge of Networking protocols (TCP, UDP, DNS,HTTP) and working experience with IPv4/IPv6 is a Must.
  • Highly detail focus, with an ability to execute standard workflows while also adapting appropriately when necessary.
  • Collaborative team player with great personality and "can do attitude"
  • Excellent written and spoken communication skills.
  • Ability to read and write technical manuals and documents.
  • Basic understanding of telecom concepts such as SMS, VPN, Mobile data, roaming scenarios and GPRS call flows will be an added advantage.
  • Experience with SIGOS/ HeadSpin or any other remote testing platform platform will be an added advantage.
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