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Telecom Onboarding and Support Operations Manager

3 min. read

We are delighted to announce a vacancy for a Telecom Onboarding and Support Operations Manager in our dynamic, international team that excels in developing, implementing, and supporting cutting-edge software solutions.

Onboarding tasks:

  • Develop system integration schemes with telecom operators' PS and CS equipment 
  • Coordinate technical requirements development with clients
  • Communicate and coordinate with the company's developers during client onboarding
  • Document solutions for connecting, configuring and testing equipment for specific customers
  • Resolve integration problems related to the specific client-side equipment settings and configuration
  • Conduct product and system training for clients
  • Commission the system according to the customer operations and the company guidelines

Support Operations tasks:

  • Diagnose potential service availability problems using internal tools, remote access, and instructions
  • Resolve service continuity issues within agreed timelines
  • Provide 2nd level support, remote diagnostics of customer-side equipment and software, correct settings and resolve configuration errors
  • Participate in the escalation process and take ownership of trouble tickets until resolution and problem closure confirmation
  • Interact with the Helpdesk and first and third levels of support in the process of problem-solving
  • Participate in the SLA process with clients, tracking and documenting problems
  • Participate in the RCA (Root Cause Analysis) post-analysis process and maintain problems history and documentation (wiki)
  • Collect customer feedback, participate in periodic meetings, prepare questionnaires, and generate SLA reports
  • Assist in the software update process on the client side, notify clients and monitor the planned works schedule

What the company offers:

  • A competitive salary (with regular review) plus performance bonuses
  • A flexible schedule with remote working options
  • Working in a diverse international team of highly-skilled professionals
  • Full support for professional development (participation in training conferences, webinars)
  • Travel opportunities to represent the company at international exhibitions and conferences
  • Exciting corporate events and a fun, supportive team

Skills and experience:

Minimum of 3 years of technical project management experience within a telecom operator (OR) 3+ years of employment in the technical department of a telecom operator (OR) 3+ years in B2B sales of technical solutions or hardware/software products to telecom operators

  • Strong communication skills with experience in client interaction and working in first or second-line support roles
  • Secure understanding of the processes and distribution of roles within telecom operator companies
  • Experience working with network monitoring solutions
  • Good understanding of mobile network architecture
  • Knowledge of RADIUS, DIAMETER, SS7, SIGTRAN protocols
  • Familiarity with the CAMEL protocol and the architecture of CAMEL-based networks
  • Knowledge of Trouble Ticketing systems and experience in implementing OSS tools
  • Understanding of the decision-making process and product implementation cycles of telecom operators
  • Excellent verbal and written communication skills
  • English language proficiency at least at B1 level or above
  • Proficiency in scripting languages such as Bash, Zsh, JS and Python
  • Knowledge of network IP protocols at the CCNA level
  • Experience working with virtual and cloud technologies (Docker, K8s, AWS) Experience in setting up site-to-site VPN and road warrior configurations

Even better if you have:

  • A general understanding and knowledge of fraud-related problems in telecom
  • A bachelor or masters degree in Telecommunications or Electrical Engineering, or equivalent experience
  • Experience in administering technical systems remotely

INTERESTED IN THIS POSITION? CONTACT US

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