Technical Managed Services Engineer

This position can be done on-site, in hybrid or fully remote within the country of employment.At Infobip we dream big. We value creativity, persistence and innovation, passionately believing that it is through teamwork that we can all reach greater heights. Since 2006, we have been innovating at the edge of technological possibilities and are now shaping global communications of the future. Through 60+ offices on six continents, Infobip’s platform is used by almost 70% of the population, making it the largest network of its kind and the only full-stack cloud communication platform (cPaaS) globally. Join us on our mission to create life-changing interactions between humans and online services with new and unseen solutions.

Role and responsibilities:

- The individual should have the excellent problem solving and troubleshooting skills as well as the ability to work in an independent way. Excellent people, presentation and communication skills are essential requirements.
- Maintenance of live systems adhering to structured Service Level Agreements (SLAs).
- Provide an excellent and consistent customer service experience to our clients.
- Collect and analyse data from Live Messaging Nodes to determine optimal performance and trends.
- Generation & validation of customer facing reports.
- Utilize and manage bug tracking ticketing system (Jira/Bugzilla) to prioritize work.
- Live systems performance monitoring and product support.
- Troubleshooting of pre and post deployed systems.
- Participation in 24*7 support rota.
- Daily interaction with customers, internal engineering and analytics teams.

Required Qualifications:

- Degree in Computer Science/ IT or equivalent.
- Minimum of 2 years operations/support experience preferably in Telecoms/IT.
- UNIX Proficient (Redhat-Linux).
- Scripting experience; Shell, Perl, Python an advantage.
- SQL/ELK/RDBMS knowledge (MySQL) or similar. DB data extraction skills an advantage.
- Protocol knowledge of SS7/Diameter/SMPP an advantage.
- Previous customer support / troubleshooting experience an advantage.
- Knowledge of Wireshark or other packet capture analysis tools.
- Previous Billing knowledge/experience an advantage.
- Networking (IP) experience/concepts (routing tables/bonding/configuring IP switches).
- ITIL certification an advantage.
- Telecoms knowledge of GSM, SMSC, MAP an advantage.
- Ability to understand and resolve or escalate issues quickly.
- Excellent analytical & team working skills.
- Strong listening and problem solving skills, with close attention to detail.
- Ability to multi-task and prioritize workloads, strong time-management skills.
- Clear, articulate and concise verbal and written communication.
- Self-starter with the ability to work independently in a pressurized environment.
- Experience in Service Management highly desirable.
- Ability to travel to customer sites globally.

Why our employees choose us (and stay)?
- Awesome clients - We serve and partner with the majority of the leading mobile operators, OTTs, brands, banks, social networks, aggregators and many more. You can look forward to working with the likes of Viber, Zendesk, O2 andSeriously, our clients are really cool. Work with the world’s leading companies and impact how they communicate with their users
- Opportunity knocks. Often. - Being a part of a growing company in a growing industry - we challenge you not to grow Whether it’s horizontal, vertical, or angular, we want to support the path that you want to carve.
- Learn as you grow - Starting from the Academy as an onboarding program, to internal education, education resources, e-learning to external education, we invest heavily in employee learning and development.
- Connect globally - Work with people from different countries, participate in the biggest IT and Telecom events.
- Compensation - Competitive salary, health benefits, covered travel expenses, kitchen stocked with the usual suspects... Talk about a balanced lifestyle