6 - 11 Years
Not Disclosed by Recruiter
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
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
â Very good communication skills in English both written and verbal.
â Proficient in troubleshooting 4G LTE VoLTE, IMAS, Hydrogen etc. telecom network
â Strong knowledge on IP Multimedia subsystem (IMS) networks.
â Exposure to application testing and troubleshooting for Carrier integrated android
apps (Messaging and audio/video calling apps specifically)
â Maintain, monitor, and provide technical support to product support engineers.
â Handle operational activities; queries and emails from customers. Prepare SOPs,
technical troubleshooting documents,
â Manage daily SLA/SLO adherence. Maintain weekly and monthly operational reports.
â Perform Quality reviews and provide necessary technical training to the team.
â Provide necessary support and guidance to the team to ensure optimal performance.
Assess the performance of the associates, facilitate competency building and
â Measure learning objectives in accordance with training needs. Release notes,
Product understanding and feature understanding are also included.
â Active participation in Organization and unit level initiatives like recruitment activities,
knowledge sharing, seminars, white papers, and process development.
â Prepare and review process documents wherever necessary.
â Play a role in reducing the gap between the product support team and partners for
technical and process queries.
â Be available 24/7 on call to external and internal stakeholders
â Responsible for leading and managing support engineers in analysis and
â 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
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