Support Specialist

Qualifications

Basic:

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• 4+ years of application support and maintenance experience (tier 2 and tier 3)
• Incident management & problem management
• Change management and production deployments
• Batch job management & production
• Dashboarding, automation and simplification
• Application transition and steady state support
• SLA & KPI management
• SOX Compliance activities

Preferred

• Experience in telecommunication domain.
• Technical expertise

·Primary skill: Networking Configuration, Telecom signaling, OEM - NetScout & Cisco, Physical Understanding of Telco Network

oTelecom Service Assurance platforms.

oPerformance Monitoring and Network Analytics.

oSIEM and APM integration.

oGRE/VXLAN traffic handling.

oKnowledge in Linux (Not mandatory)

oKnowledge in Python, Shell (Not mandatory)

oITIL Incident, Problem, and Change Management

Responsibilities.

Network Packet Broker Administration

• Manage and support NetScout and Cisco Network Packet Broker infrastructure.
• Configure packet aggregation, filtering, replication, and load-balancing policies.
• Perform packet path analysis and traffic engineering activities.
• Troubleshoot packet visibility and monitoring-related issues.

Telecom Network Monitoring

• Ensure continuous traffic feed to monitoring, analytics, SIEM, and APM tools.
• Monitor network performance and identify traffic anomalies.
• Support network visibility initiatives across telecom domains.
• Analyze packet flow and service degradation issues.

Telecom Signaling & Traffic Analysis

• Understand and troubleshoot telecom signaling flows.
• Analyze traffic across EPC/Core Network components.
• Work with network TAP infrastructure and traffic collection environments.
• Support telecom service assurance and troubleshooting activities.

Network Infrastructure Management

• Configure and troubleshoot routing and switching environments.
• Support firewall, filtering, and load-balancing configurations.
• Handle traffic aggregation and GRE tunnel termination scenarios.
• Perform impact analysis for infrastructure changes.

Incident & Service Request Management

• Resolve production incidents and service requests.
• Support 24x7 on-call operations.
• Participate in root cause analysis and problem management.
• Coordinate with telecom operations teams and OEM vendors.

Operational Excellence

• Prepare and maintain operational procedures and technical documentation.
• Participate in change management and release activities.
• Ensure service availability and SLA compliance for Gold-tier services
• SLA & KPI reporting
• Onsite – Offshore coordination
• Flexibility to work in 24 X 7 environment