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Carrier Product Support Lead

6 - 11 Years


Not Disclosed by Recruiter

Openings: 1Posted: 19 days agoJob Applicants: 912Job Views: 1387
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Job Description

Experience > 6 years

Track (a) Telecom network engineering (4G, VoLTE, IMS),

(b) Application testing and troubleshooting for Carrier integrated android apps -

Messaging and Audio/Video calling

Job description

A Product support lead provides technical expertise and works with internal/external

stakeholders to manage/execute end to end technical operations. Handle all communication

related to the partners/internal teams.

Required skills and primary accountabilities

● Very good communication skills in English both written and verbal.

● Proficient in troubleshooting 4G LTE VoLTE, IMAS, Hydrogen etc. telecom network


● Strong knowledge on IP Multimedia subsystem (IMS) networks.

● Exposure to application testing and troubleshooting for Carrier integrated android

apps (Messaging and audio/video calling apps specifically)

● Maintain, monitor, and provide technical support to product support engineers.

● Handle operational activities; queries and emails from customers. Prepare SOPs,

technical troubleshooting documents,

● Manage daily SLA/SLO adherence. Maintain weekly and monthly operational reports.

● Perform Quality reviews and provide necessary technical training to the team.

● Provide necessary support and guidance to the team to ensure optimal performance.

Assess the performance of the associates, facilitate competency building and


● Measure learning objectives in accordance with training needs. Release notes,

Product understanding and feature understanding are also included.

● Active participation in Organization and unit level initiatives like recruitment activities,

knowledge sharing, seminars, white papers, and process development.

● Prepare and review process documents wherever necessary.

● Play a role in reducing the gap between the product support team and partners for

technical and process queries.

● Be available 24/7 on call to external and internal stakeholders

● Responsible for leading and managing support engineers in analysis and


● Self-driven with ownership and flexibility.

Area of expertise Technical/Functional knowledge

Domain Telecom network engineering (4G, VoLTE, IMS),

Analysis Tools Logcat, Wireshark, ADB and Android Bug Report tool

Mobile Mirroring Tools Headspin, Moreto, any virtual mobile platform

Cloud Expertise in Google Cloud Platform

Operating System Linux, Windows

Issue Tracker Tools Jira, Buganizer (similar bug tracking tools)

Database Mysql, Big Querry

Protocol troubleshooting SMS, MMS, SIP, MSRP, IMS and RCS

Salary: Not Disclosed by Recruiter
Industry: IT-Software / Software Services
Functional Area: IT Software - Application Programming, Maintenance
Role Category: Programming & Design
Role: Team Lead/Technical Lead
Employment Type: Full Time, Permanent

Desired Candidate Profile

Doctorate - Doctorate Not Required

Company Profile

Tech Mahindra Ltd.
Tech Mahindra is part of the US $15.4 billion Mahindra Group and is a leading global systems integrator and business transformation consulting organization, focused primarily on the telecommunications industry. Tech Mahindra helps companies innovate and transform by leveraging its unique insights, differentiated services and flexible partnering models. This has helped customers reduce operating costs, generate new revenue streams and gain competitive advantage. Tech Mahindra expanded its IT portfolio in 2009 by acquiring the leading global business and information technology services company, Mahindra Satyam (earlier known as Satyam Computer Services).

Tech Mahindra’s capabilities spread across a broad spectrum, including Business Support Systems (BSS), Operations Support Systems (OSS), Network Design & Engineering, Next Generation Networks, Mobility Solutions, Security consulting and Testing.

Tech Mahindra’s solutions portfolio includes Consulting, Application Development & Management, Network Services, Solution Integration, Product Engineering, Infrastructure Managed Services, Remote Infrastructure Management and BSG (comprises BPO, Services and Consulting).

With an array of service offerings for TSPs, TEMs and ISVs, Tech Mahindra is a chosen transformation partner for several leading wireline, wireless and broadband operators in Europe, Asia-Pacific and North America.

Tech Mahindra has successfully implemented more than 16 Greenfield Operations globally and has over 130 active customer engagements mostly in the Telecom sector. The company has been involved in about 8 transformation programs of incumbent telecom operators.

Tech Mahindra has a global footprint through operations in more than 31 countries with 17 sales offices and 15 delivery centers. Assessed at SEI CMMi Level 5, Tech Mahindra's track record for value delivery is supported by over 40,500 professionals who provide a unique blend of culture, domain expertise and in depth technology skill sets. Its development centers are ISO 9001:2008 & BS7799 certified.
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Contact Details

Recruiter Name:RMG TEAM

Contact Company:Tech Mahindra Ltd.


Address :Tower 2 -3rd floor RMG Block ., Plot Nos. 23 to 34 Hitec City, Madhapur,Hyderabad, R.R District,AP, India., Hyderabad, Andhra Pradesh - 500018,India

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