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Job Summary
The CNS Engineer is part of a CNS team supporting the customer and shall deliver support services according to the contracted Services Level Agreements by means of established processes.
With detailed customer networks knowledge and knowledge of the customer strategies the CNS Engineer identifies business leads and promotes Ericsson products and services to secure add on sales. The CNS Engineer enables efficient service delivery of contracted customer support services by owning/drive the Customer Support Request within the Ericsson support organization.
The CNS engineer is taking active part of the Emergency Handling support and is task managed by the Service Delivery Manager
(S)He has in-depth knowledge of Customer’s network, interfaces with their technical team on regular basis and provides support by resolving CSR, follows-up with Tier1 Central and Tier2 team for swift resolution of network issues and is involved in host of other activities from CNS perspective.
Responsibilities & Tasks:
* E2E Responsible for ALL problem of his/her customer(s) and its timely resolution for a technology domain
* Timely resolution of CSRs allocated to him/her
* Assists T1C Engineer in collecting logs (if problem in collecting it remotely)
* Follows-up on the long pending and important CSR’s with Tier1 Central / Tier2 Team on a regular basis for its timely resolution
* Provides Formal Answer and Closure of CSR post Customer acceptance
* Assists Emergency team during Traffic / Node restoration (if required)
* Shares preliminary Incident Report / RCA to CNS Lead / SDM (if required)
* Reports Weekly progress to CNS Lead
* Participate in FNI / Upgrade
* Baby-sitting post Software Upgrade and Project activities (if required)
* Responsible for the quality of the Network Support services provided
* Flags GOLS messages relevant to Customer’s n/w to CNS Lead / SDM
* Excellent Understanding of Customer Network
* Well documented network topology (stored in EriColl)
* IP addressing and remote connectivity details (stored in EriColl)
* Perform Software audits & record software baseline details (in EriColl)
* Shares Knowledge in KS Tool, EKB, Primus, Metis, etc. and has collaborative approach with CS team members
* Develop, review and improve working methods, processes and procedures used for daily operational purposes (Tools development, etc.)
* Timely & correct booking of Timesheet (via CSR/SO), Leave & Expenses
* Responsible for his/her own Competence Development as per agreed CDP Plan with immediate manager in order to meet current and future demands of the telecom industry
* Participates in NRO / SI projects and ensures handover to CNS is smooth by adhering to all the checklist as per the Support Handover document
* Identify possible Sales Leads and Enter in SDOD
* Escalate to CNS Lead in case of technical / admin issues (as required)
* Clear understanding of Customer contract(s)
* Customer meeting on Weekly basis to discuss CSR’s, assist in O&M;, understand their priorities and problems
* Assists the Service Delivery Manager with technical inputs
* Participate in Operational Review Meetings along with SDM
* Coordination with 3PP Hardware & Support with 3PP vendor
* Suggest / carry-out Preventive Maintenance and Health Check of the Network
* Identify service beyond contract i.e. work with identifying new business opportunities and address those through established channels
* Develop and maintain relationships with Customer, Internal and EGI Organization
* The CNS Engineer with his/her unique knowledge of the customer's network, plans and monitors the delivery of proactive services (like S/w updates, etc.) to enable utilization of remote delivery
* Secure communication between the delivery organization and the customer when proactive services are contracted
Position Qualifications
The CNS Engineer requirements are:
* Must have a Degree in Engineering
* Multi-skilled covering a couple of Technical domain, (very good knowledge in one domain, basic in others)
* Knowledge of IP Technology
* BUGS & IP Certification mandatory or to be completed post joining
* Must have a thorough understanding of the Support and Supply processes to ensure efficient running of Customer Support, in order to improve customer satisfaction
General Competence
* Knowledge of Ericsson
* Good understanding of organizational Structure, working
* Methods and Procedures - Division and Company level
* Good knowledge of Ericsson products and product functional demands
* Good knowledge of Ericsson Tools & Quality process
* Ability to learn Ericsson Portfolio
* Service Delivery Process
* Change Management
Technical Knowledge and Skills
* Overall understanding for Telecommunications in GSM required (e.g. telephony switching principles, traffic concepts, telecommunication networks, signaling and product functional demands)
* Skills in MSS & IMS Architecture Internal and Interfaces (ISC, Sh, Dx, Mw, Gq , Gm, Cx, Rf , Ro, Mr, Mg , La )
* Candidate should have Solid Background of MSS& IMS Network and Nodes Like MSC-S,M-MGW,CSCF/MMtel/Application SERVERS/BGCF/MGCF/SBG
* Good Working Knowledge of IMS interfaces (Internal or with GSM/UMTS/PSTN)
* Good Working Knowledge of SIP , Diameter , H248 / megaco Protocols
* Expertize of 3GPP interfaces (3G/4G), 3GPP IMS Architecture, Volte, IMS Services , Routing knowledge, Security Architecture & Network Scalability.
* Very good hands on TSP Platform, IS platform.
* Knowledge of BSP8100 will be advantageous.
* Expertise in area of Mobile Switching
* MPBN Solutions. Routing and Switching
* Good understanding of 3GPP R7 PCRF function, their defined policies control interfaces (i.e. Gx, Rx, Sp) and SAE architecture.
* Good knowledge and trouble shooting skills on SGSN, GGSN, MME and PGW
* Understanding with service layer products (like SACC, SASN and SAPC) and Packet Core products (SGSN, GGSN etc.,).
* Knowledge of computer s/w including real-time Support Systems (SMS, KCS, EKB, Metis, etc.) and understanding of IP technology mandatory
* Good knowledge and understanding of own Customers Operational and Business priorities, i.e. to whom Service is to be provided
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