Job Description

Infobip Group together with one of our latest acquisitions, Anam, has a new and exciting opening that offers a great opportunity to learn and work in a dynamic and emerging technology sector.
The successful candidate will also have the opportunity to interact with an excellent group of technologists as well some of the worlds most advanced Mobile Network Operators (MNO).
Role and responsibilities:-
The candidate will be involved in providing technical support to customers and will be involved in the configuration, maintenance and monitoring of all services and product offerings.
The individual should have the excellent problem solving and troubleshooting skills as well as the ability to work in an independent way. Excellent people, presentation and communication skills are essential requirements.
Maintenance of live systems adhering to structured Service Level Agreements (SLAs).
Provide an excellent and consistent customer service experience to our clients.
Collect and analyse data from Live Messaging Nodes to determine optimal performance and trends.
Generation & validation of customer facing reports.
Utilize and manage bug tracking ticketing system (Jira/Bugzilla) to prioritize work.
Live systems performance monitoring and product support.
Troubleshooting of pre and post deployed systems .
Participation in 24*7 support rota.
Daily interaction with customers, internal engineering and analytics teams.

Qualifications
Degree in Computer Science/ IT or equivalent.
Minimum of 2 years operations/support experience preferably in Telecoms/IT.
UNIX Proficient (Redhat-Linux).
Scripting experience; Shell, Perl, Python an advantage.
SQL/ELK/RDBMS knowledge (MySQL) or similar. DB data extraction skills an advantage.
Protocol knowledge of SS7/Diameter/SMPP an advantage.
Previous customer support / troubleshooting experience an advantage.
Knowledge of Wireshark or other packet capture analysis tools.
Previous Billing knowledge/experience an advantage.
Networking (IP) experience/concepts (routing tables/bonding/configuring IP switches).
ITIL certification an advantage.
Telecoms knowledge of GSM, SMSC, MAP an advantage.
Ability to understand and resolve or escalate issues quickly.
Excellent analytical & team working skills.
Strong listening and problem solving skills, with close attention to detail.
Ability to multi-task and prioritize workloads, strong time-management skills.
Clear, articulate and concise verbal and written communication.
Self-starter with the ability to work independently in a pressurized environment.
Experience in Service Management highly desirable.
Ability to travel to customer sites globally.
Education: Any Graduate
Industry: Software Services, IT-Software

Skills Required