Customer Support, Fault Reporting, Fault Management, Fault Escalation, Fault Resolution, OAMP via e-mail/support desk/phone/skype/ whatsapp, System maintenance and Management, Interconnection, Provisioning, Routing, CDR reconciliation, CDR downloading, Edge network Configuration, ASA Configuration, Knowledge of Linux Command Line.
Duties and Responsibilities:
Provision different carriers as a customer or supplier.
Should have knowledge of RFC 3261, RFC 2833, RFC 3555, RTP, Wireshark, Firewall, IPSEC, VPN, LINUX, BGP, OSPF.
Fault Monitoring: Monitor top Destinations Frequently Monitor (ACD, ASR, PDD, Monitor CDR s), all Zeta Network Components i.e. SBC, Switches, Routers, firewall Servers, PC s and ensure 99.99% uptime.
Fault Reporting: If issue is reported take necessary steps, make manual test calls and via testing tool to reproduce/replicate scenario.
Fault Escalation: If issue is replicated then escalate with concerned carrier/Vendor, concerned team.
Fault Resolution: Take necessary actions to resolve the issue which includes escalation with business development team/Finance department/concerned carrier/Concerned Vendor.
Should be available on call 24x7x365
KPI: Turnaround time for a customer complaint logged in the subject.
A. Response time = 30 minutes
B. Fix/Restoration/handed to commercial time = 24 Hours
C. Resolution time = 72 Hours
Routing Plan(s): Can create, modify and delete routing plan for customers and should know how to set Least cost, Load shared and priority routing for different customers.
To effectively resolve complaints from different customers and to locate the faulty suppliers and reasons of calls failure and it s troubleshooting.
Monitor inbound and outbound traffic passing through the system.
To communicate well and work with teams effectively.
Knowledge of ticket management system
Testing of different routes.
Must have Experience of configuring