Tasks:

• Proactive in recognizing and handling uptime and performance challenges
• Troubleshoot the service / system and provide root cause analysis
• Troubleshoot performance and stability issues of the services using a wide variety of tools.
• Provide Assurance support for IoT platform and manage customer associated platform processes for the IoT platform and any other associated systems.
• Provide technical support and assurance for problems with IoT products and services
• Act as Assurance escalation point from clients for all IoT platform related request and incidents.
• Manage the Assurance support resolution queue and highlight any process improvements to enhance efficiencies.
• Analyse and resolve problems / queries or where appropriate prioritize, allocate and escalate to third/fourth line support (either of which may be internal or third party).
• Gather accurate detail for both new, change and information requests for prioritization and allocation to third/fourth line support.
• Monitor the status of the IoT SIM management platform and associated systems through toolsets provided
• Provide excellent customer assurance service, with an attitude of exceeding SLA’s 
• Support the implementation of new systems and software and the delivery of data reports.
• Become a proficient user of all toolsets (Nomad, Tayana, Grafana, Jira Service Management system and others) to assist customer queries and internal requests.
• Independently managing own workload, ensuring that accurate and up to date notes are maintained at all time.

Knowledge, Skills & Experience:

• University degree in Telecommunication / IT or equivalent experience
• BTec or equivalent in IoT or Telecommunications.
• Understanding of SS7 and packet switch data exchange
• Knowledge of IoT products and solutions
• Demonstrate a proven track record within a similar technical environment.
• Ability to troubleshoot complex problems throughout the whole technology stack
• Effective communication and influencing skills
• Ability to troubleshoot complex problems throughout the whole technology stack
• Power user of PostgreSQL, MySQl, Oracle databases
• Issue resolution experience (including Root Cause Analysis)
• Perfect / Fluent English (verbal and written) & Russian

Personal Skills:

• Good time management and prioritization skills, multitasking
• Working efficiently in emergency situations
• Analytical and methodical.
• Good organisational, prioritisation and coordination skills.
• Ability to assimilate and relay technical information.
• Excellent problem-solving skills.

Beneficial:

• IP knowledge in Firewalls, VPN's/IPSEC's
• Good understanding of the service management and delivery framework (ITIL)
• Minimum 3 years of professional experience in Telecom Operator or Vendor

We offer:

• Job in a trusted International company
• A professional working environment;
• Massive international knowledge base;
• A wide range of clients and assignments;
• Various training opportunities;
• Competitive compensation package

Additional information

Work in shifts during EU and US time

We will only contact candidates who have passed to the short list.