Customer Service Engineer - Mobile & Roaming
SKILLS
FULL DESCRIPTION
Customer Service Engineer - Mobile & Roaming
[Employer hidden — sign up to reveal] Business is here! Join us at [Employer hidden — sign up to reveal] Business! We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business. Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
About the role
The Mobile & Roaming Operations Engineer is responsible for monitoring, troubleshooting, and resolving signaling and roaming issues across SS7 and LTE/Diameter networks. The role involves analyzing incidents from global customers, investigating SMS and roaming signaling flows, and ensuring network stability through proactive monitoring and collaboration with internal technical teams and international partners.
Incident Management & Operations
- Manage incoming incidents and email requests from global customers and partners.
- Identify, analyze, and resolve Critical, Medium, and Low priority incidents related to signaling and roaming services.
- Define escalation procedures and traffic overflow strategies during major outages.
- Monitor roaming traffic and proactively detect potential service issues.
- Identify and troubleshoot SS7-related cases such as: SMS issues, Link failures, SAI/UL signaling issues.
- Investigate signaling traffic transiting through the STP.
- Analyze complex SS7 traces including: SMS control, Steering, SMS roaming information.
- Understand and troubleshoot SS7 call flows related to network attachment processes.
- Manage GT-based routing and GT overflow scenarios.
- Monitor SMS services including A2P and P2P traffic and detect problematic destinations or routes.
- Identify and troubleshoot LTE signaling issues including: Link failures, AIR / ULR related problems.
- Analyze Diameter call flows for LTE attachment procedures.
- Monitor LTE roaming signaling KPIs using analytical tools.
- Use DSR Observer tools for: Configuration rules, Traffic measurements, QoS monitoring by operator.
- Understand and troubleshoot GTP-C signaling.
- Maintain a strong understanding of roaming product offerings and related business implications.
- Support service quality and ensure customer satisfaction through effective incident resolution.
Requirements
- Strong knowledge of SS7 signaling protocols and architecture.
- Knowledge of LTE / 4G network architecture and Diameter signaling.
- Experience with STP routing, links, and signaling troubleshooting.
- Understanding of SMS architecture (A2P, P2P) and SMS routing.
- Knowledge of GTP.
- Familiarity with roaming architecture and international interconnects.
- Experience using trace analysis and signaling monitoring tools.
- Strong analytical and troubleshooting skills.
- Ability to coordinate with multiple global technical teams.
- Good communication skills for incident reporting and escalation.
- Understanding of business impact related to network services.
- 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 under pressure.
- Ability to deal with multiple tasks.
- Proactive, self-motivated and determined attitude.
- Problem solving skills.
- Able to cover Flexible working hours/shift patterns as and when required (24*7).
- Strong proven knowledge of the Network Operations environment, systems, protocols and services.
- Excellent diagnostic and network troubleshooting skills.
- Ability to understand, analyze and resolve problems quickly.
- Good interpersonal skills and the ability to communicate effectively at all levels and with all nationalities and cultures.
- Proactive attitude to use his/her initiative to react quickly, to work effectively in emergency situations under minimum supervision.
- Self-motivated and capable to work within a strong team environment is essential. Must be fluent in English language. Possession of French language is an asset but not a key requirement.
What we offer
- Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
- Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
- Professional Development: training programs and upskilling/re-skilling opportunities.
- Career Growth: Internal growth and mobility opportunities within [Employer hidden — sign up to reveal].
- Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
- Reward Programs: Employee Referral Program, Change Maker Awards.
At [Employer hidden — sign up to reveal], only your skills matter. Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation. [Employer hidden — sign up to reveal] is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.