Fault Management Engineer - VAS
We're looking for a dedicated Fault Management Engineer specializing in Value Added Services (VAS). In this role, you'll be instrumental in monitoring, troubleshooting, and resolving critical issues across a multi-vendor network, ensuring seamless service delivery and maintaining high customer satisfaction. You'll primarily focus on VAS nodes and actively manage alarms, trouble tickets, and outages within defined SLAs.
Key Responsibilities
- Network monitoring for alarms in Huawei Network NMS.
- Monitoring and troubleshooting alarms at the node level for various VAS components including SMSC, MMSC, Bulk Message Server (BMS), USSD, OTA (Over the Air), Messaging Gateway Server, CRBT, VMS Voice Mail Server, Miss Call Alert node.
- Reacting promptly to service-affecting issues.
- Managing and utilizing Alarm Management processes and tools to detect and assign problems in line with Operator/other SLAs and internal OLAs.
- Opening trouble tickets from network alarms or external fault reports, and escalating them both technically and to management.
- Liaising with Customer Care organizations regarding network outages.
- Supporting end-to-end support, coordination, and control of assigned Trouble Tickets.
- Supporting Major service outage investigations and follow-up.
- Ensuring planned outages are carried out/rolled back within the maintenance window.
- Ensuring Operator Customer Care is fully updated for service-affecting outages.
- Performing Alarm Monitoring, Fault Localization/Correction/Verification.
- Executing Corrective Maintenance (centralized routines).
- Liaising with subcontractors and 3rd parties to resolve faults.
- Liaising with other service providers regarding network outages.
Technical Skill Requirements
- Hands-on experience with the following VAS nodes: SMSC, MMSC, MissU Miss Call Alert, BMS - Bulk Message Server, CMS, VOM Voice Mail Server, OTA - Over the Air activation, Collectcall and USSD, DOB, RBT, and BULKMAN.
- Familiarity with Huawei, Ericsson, and Cisco technologies.
- Knowledge of SQL and Oracle databases (preferably DBA).
- Proficiency in Visual Basic, MS Access, and Microsoft Office.
Education
- A Bachelor's degree in Engineering is required.
General Requirements
- Employment Type: Full Time, Permanent.
- Willingness to work in night shifts (24/7 support).
- Readiness to provide emergency support during out-of-office hours.
- Good communication and interpersonal skills.
- Experience in Operations and preferably Managed Services.
- Strong analytical skills.
- Process orientation and time management.
Preferred Skills
- ITIL Foundation certification is recommended.
- Knowledge of processes such as incident restoration, network change management, network optimization process, incident, and problem management is preferred.
- Knowledge of tools like BMC REMEDY/ITSM, NetCool, CANVAS Converged Service Platform, Seibel, and other platform tools is preferred.
