Job Description:
Responsibilities:
Troubleshoot eSIM and pSIM provisioning, activation, entitlement, and device-setup failures; document findings and escalate systemic issues.
Triage Short Message Service (SMS), Multimedia Messaging Service (MMS), voicemail, voice, and notification issues at the second- and third-tier support levels.
Support Online Charging System (OCS) and Diameter Routing Agent (DRA) resiliency testing by preparing the lab, running test scripts, and capturing results.
Represent client on incident bridges, collaborate with carrier operations and incident-management teams, and maintain accurate tickets, timelines, owners, and follow-ups.
Identify recurring or multi-device trends, gather supporting evidence, determine broader impact, and drive escalation until the appropriate teams take action.
Build dashboards and operational reports, and maintain runbooks, Methods of Procedure (MOPs), and SharePoint knowledge-base articles so repeat issues are handled consistently.
Trace issues across mobility-network, provisioning, billing, charging, roaming, device, and internal IT systems to identify the next responsible team and move resolution forward.
Provide clear status updates to leadership and stakeholders, including work completed, next steps, risks, and the rationale for the recommended path.
Qualifications:
Required qualifications:
Demonstrated ownership of technical issues through resolution, including engaging points of contact, confirming promised actions, and maintaining follow-through until closure.
Ability to assess the broader impact of an incident beyond the individual ticket or device.
Structured troubleshooting skills, including tracing dependencies, isolating likely failure domains, and engaging the appropriate team even when the final fix is not yet known.
Clear written and verbal communication with technical teams, leadership, carrier partners, and other stakeholders.
Broad understanding of how mobility networks connect with provisioning, billing, charging, roaming, devices, and internal IT systems.
Ability to work effectively in incident, problem-management, service-assurance, MVNO, carrier-escalation, service-delivery, or technical account environments.
Preferred qualifications:
Project-management or technical program coordination experience, particularly for recurring issues that require cross-team tracking.
Experience documenting procedures and building repeatable operational processes.
Familiarity with eSIM flows, including Subscription Manager Data Preparation Plus (SM-DP+) and entitlement; Diameter, OCS, and DRA; IP Multimedia Subsystem (IMS) and Voice over LTE (VoLTE); SMSC, MMSC, and Rich Communication Services (RCS); and 4G/5G core concepts.
Basic Python, SQL, or shell scripting experience.
Tools and Technologies:
Kibana and Elasticsearch
RADCOM or comparable network-tracing platforms
Python, SQL, or shell scripting
