CPD-Emergency Support Engineer –L3

Line Manager: Core Manager
Job title: CPD Operations Engineer
Job Abbreviation: CPD L3 Engineer for Emergency (000) desk support Engineer
Job Family: CPD Operations Engineer – L3

Enhanced E000 support: · Trigger Welfare Checks - Share details of failed E000 call attempts (MSISDNs) with the Care team to enable timely welfare checks for impacted customers. · Actively engage with Care team stakeholders ensuring safety for the impacted customers and supporting regulatory compliance. · Perform Network Activity Checks (Voice, Data, SMS transaction review and analysis) and record outcomes / findings. · Review and Analyze E000 failed transaction logs using Ni4cc logs and NBA / Splunk. · Troubleshoot signaling traces for the failed E000 calls using NetScout / Call Search. · Handset E000 compliance validation. · Validate EBM events and EEA logs for the E000 call failed timestamps. · Co-ordinate with other Operators to review camp-on E000 calls on their Network. · Co-ordinate with Handset team for gathering detailed feedback on device and software compatibility for E000. · Prepare summary of the investigation and record it. Customer Experience Management: · End-to-end ownership and management of customer complaints, includes fault isolation, tracing and troubleshooting, issue resolution, and recording the investigation findings. · Day to day CPD function delivery and manage the contractual service levels and KPIs. · Coordinating with inter-carriers and 3PP vendors · Responsible for defining, coordinating and validating all activities and deliverables required to ensure the performance and operability of the customers’ network · Level 1 support for troubleshooting Radio Access Network (Coverage) and Core Non-Access Network related services (Voice, Data, SMS, MMS, VM etc.,). · Co-ordinate with Level 2 support (CS, PS, VAS, RAN/Performance, IP and IREG) for detailed investigation.

Key Attributes & Skill Requirements Key Competence Requirement: · Good knowledge of end-to-end service assurance (Core, RAN, Transport, Device perspective). · Strong understanding of 4G / 5G call flows (Voice, SMS, Data, VoLTE, VoWiFi) and its interfaces. · Knowledge of IMS / SIP signalling (INVITE, REGISTER, BYE, emergency call flows). · Familiarity with Emergency call handling (E000/000) regulatory requirements. · Familiarity with welfare checks and customer safety processes in case of failed emergency calls. · Understanding of regulatory compliance (ACMA requirements, LEA obligations). · Strong skills in network activity review (voice, data, SMS transaction analysis). · Hands-on experience in Wireshark trace and log analysis. · Solid understanding of protocols (SIP, Diameter, MAP, CAP, RTP etc.,). · Understanding on PLMN behaviour (forbidden PLMNs, attach procedures, roaming, fallback etc.,) Key Attributes Requirement: · Ability to translate technical findings into customer impact insights. · Strong incident and problem management (ITIL framework preferred). · Ability to work along with various functions (Handset, Care, Core/RAN L2 support, Projects, 3PP vendors etc.,). · Clear documentation skills (Helix ticketing) · Analytical and structured approach to problem solving. · Strong communication skills for customer-facing and internal stakeholder updates. · Ability to manage high-pressure, business-critical situations. · Proactive mindset – identifying issues before they impact customers.

Interfaces: CRM, Customer, On-Shore. · Nokia MSP Operations, SDM, Delivery Manager, Ops Leads, Problem Lead, Incident Managers. · MSP Core L0 · MSP GNOC team

Job Type: Full-time

Pay: ₹500,000.00 - ₹600,000.00 per year

Work Location: In person