At Bayobab, we are Lead with Care, Can-do with Integrity, Collaborate with Agility, Serve with Respect and Act with Inclusion.

Mission/ Core purpose of the Job

The Engineer – L1 Support Signalling and Roaming will form part of the Bayobab technology operation organization team responsible for resolving or escalating Signalling and Roaming applications and infrastructure issues. This candidate will provide Level 1 infrastructure support to the business performing root cause analysis and suggest improvement plans where required.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)

The Engineer – L1 Support Signalling and Roaming will be responsible for detection, analysis, and resolution of all Roaming and Signalling related issues for end users and the key responsibilities include:

• Proactive Monitoring of the Signalling & Roaming Service and ensuring key quality Indicators are at optimum levels
• Early detection of any faults or Incidents Impacting the Signalling & Roaming Service
• Handling all complaints received by customers related to the Signalling & Roaming service.
• Ensuring all Incidents are logged and managed in the ServiceNow ticketing tool throughout Its life cycle.
• Provide first Level support for all service and Infrastructure related Issues within the agreed SLA’s.
• Quantify and qualify the impact or operational risk of incidents, faults, or activities on the service.
• Perform diagnosis and root cause analysis on incidents to drive mitigation.
• Adhere to the operations escalation matrix and triggers in a timely manner
• Coordinate with other technical teams during complex and multi domain cases/Incidents.
• Proactive Communication with stakeholders on incidents and planned activities.
• Ensure all KPIs and SLAs are met and above target
• Work efficiently in a 24/7 shift system.

Role Deliverables

• Ensure the service KPI and KQI are on target
• Ensure the support service level is meeting the SLA contract or target.
• Support all troubleshooting for all Signalling and roaming service within the define MTTR.
• Signalling network Optimization and security against illegal and fraudulent traffic.

Job Requirements (Education, Experience and Competencies)

Education:

• Bachelor’s degree in equivalent specialization

Experience:

• Minimum of 3 years’ experience in Roaming/Signaling systems support.
• Proficiency in an advanced Incident Management or Ticketing tool e.g. ServiceNow.
• Knowledge and practical experience within the telecommunications industry.
• Strong verbal and written communication skills.
• Initiator and have ability to work unsupervised is essential.

Competencies:

• GSM, GPRS/UMTS/CDMA Core Network System architecture
• CS/PS Core Signalling protocols (SS7, SIGTRAN, Diameter, SIP, etc)
• Networking and TCP/IP protocol stack basics
• Good understanding of the Roaming Value-Added Services like NTR, BRG, etc
• Roaming management principles
• Knowledge in Traffic analysis

Other:

• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills
• Ability to understand and communicate high level technical concepts.
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills
• Excellent organizational skills and attention to detail.