• Assistant Manager - Service Engineer loT (Repair Activities)

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    Job Description
    Responsibilities:
    • 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.


    Skill Requirements:
    • 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 with 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 a fast-moving technical environment.
    • Good analytical and problem-solving skills
    • 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 of Annual leave
    • 14 days of Medical leave
    • Medical and hospitalization insurance coverage.


    Experience Required :
    • Associate.


    Location :
    • Kuala Lumpur, WP, Malaysia.


    Employment Type :
    • Full Time.