Service Delivery Engineer
(SSC Network Grade Support)
Oracle Advanced Customer Services (ACS), a global business unit within Oracle Support, focuses exclusively on facilitating the continual operational improvement of customers’ Oracle environment - throughout the lifecycle of their Oracle solution.
SSC Network Grade Services is a global delivery center within ACS organization and operates with a goal to provide customer centric and mission critical services to telecommunication customers to help them streamline business operations, ensure high service and infrastructure availability and maximum return on investment on next generation, state-of-the-art Oracle product and solution. SSC Network Grade Services organization is made up of high skilled, energetic and dedicated engineers that are willing to go an extra mile to delight our customers.
The Service Delivery Engineer (SDE) is an expert member of the engineering team and is highly skilled in the domain technology, product and underlying stack. SDE is responsible for solving extremely complex, critical customer issues. The SDE acts in the role of a Subject Matter Expert and is sought by customers and Oracle employees to provide expert technical advice. The SDE is highly customer centric, demonstrates proactive approach and drives initiatives to delight customer and contribute to organization’s growth. The SDE is result-oriented and performs the assigned duties with a high level of autonomy and commitment and provides period updates to management.
Job Responsibilities Investigate and resolve highly complex and critical issues requiring expert technical knowledge Act as a consultant for customers to provide technical and functional expertise, know-how and guidance throughout various life cycle stages (design, deployment, migration, implementation, upgrade, patching, go-live, etc) Lead triage activities along with customer and internal stakeholders (engineering, product support, product management) Root Cause Analysis and presentation Establish resolution action plan (patch application, configuration changes, work-around) and assist customer in test and implementation Work with the customer and internal stakeholders to establish, track and execute service delivery plans Escalation Management – Interface with customer and internal stakeholder to manage escalations and lead resolution Research product technical, functional and domain technology related areas and conduct knowledge transfer sessions for internal stakeholders and customers Manage SR queues and work with team members to jointly resolve issues Perform assessments (functional, business process, technical, configuration, performance) Contribute to after-hours support in a combination of shifts, on-call. (There are no regular night shifts) Execute or provide stand-by assistance for maintenance window interventions
Qualification Engineering or Science graduate (B.E., M.E., MCA) or equivalent with strong academic credentials Candidate should have minimum 1-2 years of hands-on experience on Oracle Communications Diameter Signaling Router, Oracle Communications Eagle, EPAP, E5-MS, PIC, and IDIH. Sound knowledge of Telecom Network (PSTN, GSM, EPC, IMS etc.) and Signaling Protocols like SS7, Diameter, SIP etc.
Skills Requirement Hand on experience on Oracle Communications Diameter Signaling Router (DSR/DRA), Eagle is preferable. Any other vendor similar product experience is also good. Good knowledge and working experience on the GSM, EPC/IMS network domain. Good knowledge and working experience on various EPC/IMS network interface like Gx, Gy, Rx, S6, and S13 interfaces etc. Good Knowledge and experience on the Diameter, SS7, Sigtran, SIP. Sound knowledge of telecom network call flows. Strong experience in tracing (Wireshark) and testing tools (MGTS, Tektronics, Seagull etc.) Hardware Platform knowledge (SUN/HP), Knowledge of Linux (variants - Solaris, Linux, etc.), Virtual Network Environment. Excellent Communication and customer facing skills or such past experience is desirable A good understanding of support processes, work experience in 24X7 model is plus. Ability to manage escalated technical situations, customer management activities
Generic Requirement Candidate should be self-motivated, flexible and energetic and willing to work in a dynamic environment Candidate should be willing to work in a support/consultant role Candidate should be willing to work after-hours through combination of shifts, on-call Candidate should be willing to travel for short-term projects, meetings, workshops (25% maximum) Candidate should have strong communication and inter-personal skills and should be a team player