Service Support Manager - Mobile and Roaming @ Orange Business

1Manage Emails and incoming incidents from Global customers

2 Identify different cases related to SS7 (SMS, link issues, SAI/UL)

3 Identify and review basic cases like link issues, SMS and SAI/UL transiting on our STP

4 Expertise to use trace tools to check SAI/UL KPI of a destination Ability to interact with technical teams based on the analysis derived

5 Good understanding of business aspects of products

6 Call flow of SS7 messages involved in attachment process

7 Ability to corelate the IP transport layer with the problem of roaming

8 Can understand more complex SS7 traces where options are involved (ITU ANSI, SMS control, steering, SMS roaming info

9 Manage Key and high value customers and be a dedicated support for them

10 Manage all major customer incidents with the help of stakeholder

STP>> Routing and links knowledge

Knowledge of SMS flow

SMS>> A2P, P2P

Detecting SMS related issues and problematic end

GT based routing, GT overflow

Resolving of Critical, Medium & Low Incidents and define the overflow in case of major outage

Roaming issues, monitoring and detecting the issue

International Roaming > 3G, LTE, 4G, diameter

LTE /Diameter

1 Identify different cases related to LTE (link issues, AIR/ULR) and the process to engage right entity

2 Knowledge of LTE, Diameter, ULR, AIR, 4G, cancel )

3 Use of Analytical tools to check AIR/ULR KPI of a destination

4 Knowledge of advanced feature of DSR observer like DSR configuration (rules), DSR Measurements and Traffic by operators (QoS)"

5 Call flow of diameter messages involved in 4G/LTE attachment process

6 knowledge of Steering

7 Knowledge of GTP-U, GTP-C

Good network support knowledge and experience
Service oriented, customer-focused with good customer service skills
Good networking/communications background
Good interpersonal skills
Good time management, organizational and communication skills
Ability to work in a time-sensitive setting
Ability to deal with multiple tasks
Creative, self-motivated and determined attitude
Problem solving skills
Able to cover Flexible working hours/shift patterns as and when required (24*7)
Good proven knowledge of the Network Operations environment, systems, protocols and services
Advanced diagnostic and network troubleshooting skills
Ability to understand, interpret and resolve problems quickly
Good interpersonal skills and the ability to communicate effectively at all levels and with all nationalities and cultures
Positive attitude to use their initiative to react quickly, to work effectively in emergency situations under minimum supervision
Self-motivated and capable to work within a good team environment is essential Must be fluent in English language Possession of French language is an asset but not a key requirement