Posted date: 8/3/2023
TP Global Operation Ltd (trading under the name 1GLOBAL is a UK based but globally active, specialised telecommunications services provider. 1GLOBAL is a fully regulated facilities based mobile virtual network operator (MVNO) in 9 major countries and has operations and employees in 15 countries. It is a world leader in providing recorded mobile communication services to regulated financial institutions and counts the world's largest and most prestigious banks as its clients. In addition, 1GLOBAL provides core mobile communications services to a number of multinational businesses and IoT connectivity to over 20 million devices including devices of some the world's largest and most renown consumer technology producers. 1GLOBAL also offers eSIM rollout and management software solutions driving the impending transition from plastic SIMs to eSIMs at 20+ mobile network operators with over 400 million subscribers.
The scale-up nature of the business, with over 400 employees, combined with the company's extensive array of products and technologies, positions ideally 1GLOBAL to capitalise upon the growth momentum in its chosen global communication application markets. 1GLOBAL has recently undergone an ownership transition bringing onboard a duo of highly successful technology entrepreneurs as fully engaged owners with a long-term vision for the company. At the same time a new dynamic management team is being formed bringing along the start-up ethos and the "can do" mentality that drives world class scale-up companies in this well-established sector. As a result, we expect to see rapid expansion of the business in the next years – well in excess of the >20% p.a. growth rates experienced until now – whilst focusing on profitability and cash generation.
Main Purpose of the Role The purpose of the role is to investigate and troubleshoot customer faults and service problems across a wide range of technologies, from GSM to VoIP applications, Value Added Services, Business Support Systems, and IoT services.
Key Responsibilities Handle and investigate troubles raised under the incident management process. Log, assess, categorize, and prioritize new Incidents/Problems Maintain a repository of documentation, configuration, and procedures to effectively operate the systems, platforms, and services. Address internal/external support requests raised via the agreed processes and interfaces effectively and efficiently. Use knowledge-based systems and other tools to deliver technical support solutions. Ensuring to maintain the necessary skills and competencies to excel in your position. Meet the agreed individual and team performance targets and development plans. Collaborate with relevant teams to promote knowledge-sharing, demonstrate best practices, and contribute to overall customer satisfaction. Adherence to existing policies yet brave enough to identify and provide solutions to areas of opportunities. Behavioral and Technical Competencies: Team and goal-oriented with the ability to immerse in a dynamic multicultural environment. Excellent attention to detail, highly organized and methodical with a strong work ethic Comfortable in a fast-paced, intense, and demanding environment Proactive and with the desire of innovating current processes. Able to work independently, with minimum supervision with strong analytical capabilities with a customer-focused mindset. Above-average proficiency in English and great ability to communicate clearly and concisely. Knowledge in mobile networks architecture and protocols (2G/3G/4G) Proficiency in IT BSS systems (CRM platform, Salesforce, Red Hat JBoss Fuse & BRMS, .NET based Services, Jira) Ability to manage incidents involving complex networks, services, and systems. Solid background working with Technology and mobile network-related systems. Skilled in trouble tickets or work order systems Proficient in data analysis and reporting applications Experience working on a 24/7 NOC team. 2+ years as an operational engineer/technical support in a demanding technology-driven environment Desirable Personal Competencies and Attributes: High degree of technical knowledge in networking, spanning voice, data, and IT technologies with troubleshooting skills for GSM Core Elements (IN, HLR, SMSC, GGSN) Working experience with the following protocols: MAP, CAMEL, SIP, ISUP, SIGTRAN; MGCP, MEGACO, DIAMETER Computer Science or Telecommunications engineering degree or relevant experience Working experience with network monitoring, analysis, and troubleshooting software (Astellia, Nova Explorer, Grafana, SIGOS, etc.) Knowledge in MySQL, MSSQL and Oracle SQL Experience in analysis of network call traces using different protocols including roaming scenarios, analysis of system flows, using XML or JSON requests and verification of network and system flows, using the HLD and LLD documentation. 1GLOBAL is an equal opportunity employer that encourages you to bring your authentic self to work everyday. We support diversity, we are committed to equal and fair treatment; and we embrace our people regardless of how they identify themselves or who they love. No agencies. We do not accept CVs from 3rd parties
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