Senior RAN SME - Bengaluru, India - Mavenir

    Mavenir
    Mavenir Bengaluru, India

    2 weeks ago

    Default job background
    Full time
    Description

    Role Summary

    Provides highly visible customer support through the performance of on-site installation, as well as overseeing any necessary diagnoses, troubleshooting, service, and repair of complex equipment and systems. Checks out and approves operational quality of system equipment. Instructs customers in the operation and maintenance of the system. Serves as company liaison with customer on administrative and technical matters for assigned projects. Interprets customers' needs and clarifies if the responsibility for problem resolution falls to sales personnel, customer support reps, or engineers. This job may include any aspect of field support, and is not limited to system hardware and software, PCs, and networking/wireless networking.

    Key Responsibilities

    · Manage customer escalations related to supported live systems and be the 1st point of contact/escalation for customers.

    · Manage incidents and work with customer and mavenir support team to resolve them according to agreed SLA.

    · Provide customer with proper RCAs for all raised incidents.

    · Follow up incidents internally until reach a closure.

    · Lead customer and Mavenir team technically.

    · Hold review meetings with customer management to discuss the support performance and make sure customer satisfaction is acheived.

    · Manage Resources and forecasts.

    · Excellent knowledge in RAN technology.

    · Plan sub region future business needs Ops requirment.

    · Follow up with BUs and suggest technical solutions based on gathered customer requirements.

    · Ensure customer satisfaction related to Mavenir delivery and support projects.

    · Prepare management reports and highlight issues and risks to management.

    · Escalate support issues and manage communication between customer and back office team.

    · Manage customer

    Job Requirements

    • 4G/5G RAN & ORAN experience.
    • Linux hands on knowhow
    • K8s Knowledge.
    • Networking and IP planning.
    • DB knowhow
    • Self-motivated and agile
    • Expertise on 1 or more products, call flows, and related protocols.