Client Company Profile: Our client is a global information technology company founded in 1965 with its headquarters in Kista, Sweden . It provides real-time operating systems and consulting services. company, empowers mobile operators to manage and monetize encrypted traffic. Based on the industry’s most scalable NFV platform, our solutions alleviate RAN congestion, create new revenue opportunities and unify data from visualized applications. The company provides solutions for mobile video traffic management, cloud data management and 5G Data Management. The company’s global customer base consists of over 40 of the largest communication service providers including AT&T, Du, KDDI, Orange, Rogers, Sprint, Telus, T-Mobile, Telefonica, Telstra, Vodafone and Zain. They have office locations all over the world in Berlin, Russia, North Ireland etc. & in India at Pune & Hyderabad.

Core role responsibilities:
• To understand customer needs and business objectives
• To manage an incident while adhering to SLAs throughout its life cycle.
• To work within well-defined system support guidelines.
• Investigating, diagnosing, troubleshooting, and identifying solutions to platform issues.
• To prioritize and respond to incident alerts and support calls. Determine and coordinate with teams that are critical to the event resolution.
• To reproduce faults/cause in house related to system/network problems.
• Take the lead in the development and presentation of post-event root cause analysis reports as required.
• Execute system configuration changes (change request) as per given access rights and necessary approvals within a stipulated time frame.
• To participate in internal technical discussions in view to improve overall network performance and make recommendations wherever possible.
• Participate in technical communications within the Technical Support Team to share best practices and learn about new technologies.
• collaborate with other Technical Support Engineers on cases to help develop knowledge and skills.
• Create knowledge base articles to capture new learnings for reuse throughout the organization
• Develop and implement feedback mechanisms for use in preventing future support process break downs.
• Works on unusually complex problems and provides solutions which are highly innovative.
• Analysis of traffic and tuning of solution for maximum security and value add to Operator
• Analysis of reports and logs and presentation of results to customer and/or account manager