Senior Support Engineer

Vijayawada, Andhra Pradesh, India · Full-time · Intermediate

About The Position

Utimaco (Previously Celltick) is seeking a talented Senior Support Engineer, to be part of the India Support team responsible for 4 levels of support with a close on-site contact with the customer on all technical issues.

 Location: Vijayawada, Andhra Pradesh, India

Roles and Responsibilities:

  •  Maintain, monitor and provide technical support to installed systems
  • Responsible for Level 1 and Level 2 support including analysis and troubleshooting
  • Provide solutions as per the SLA
  • Multitask and handle project technical delivery and various support tasks based on priority
  • Perform system maintenance and manage upgrade activities as required
  • Performing regular system health-checks
  • Prepare, Review, Analyse Change Requests
  • Regular follow-up with customer
  • Installing patches and Emergency corrections.
  • Develop workarounds to limit customer downtime while a permanent solution can be developed
  • Proactively analyze and report the health and status of the system to various internal departments
  • Support during HW preparation, delivery and integration
  • Lead the SW installation and configurations
  • Execute the ATP
  • Assist in launching the service
  • Performing Hardware Audit
  • Performing Risk Analysis, Time Management, Report Analysis, Change Request Management, System Upgrades, Critical Technical Issue Handling, New Feature Testing and Validation, Data Extraction/Analysis
  • Providing guidelines and setting process in Security Audit
  • Identification and escalation of critical SIM issues
  • Providing guidelines and setting process in Overall BSC / Cell improvement and regular reconciliation
  • Work with internal/external teams and manage/execute end-to-end technical delivery
  • Prepare and maintain complete technical documentation of the systems
  • Be available 24*7 on call to the customer and internal teams
  • Willing and able to travel within India and abroad for short or long term periods


  • Bachelor degree in Engineering or equivalent – CS, ECE, EEE, IT
  • At least 3-5 years of experience in the Telecom field working for mobile operators or for Telecom vendors.
  • At least 2 years of experience with Sun machines running Solaris /Unix based and platforms / Linux.
  • Basic working commands knowledge on L1-L3 Routers/Switches.
  • Knowledge about GSM standards, network flow, Telecom OSS and managing servers remotely using ILOM, IDRAC etc.
  • Conceptual knowledge about the production HA platform i.e Varitas etc. will be advantage
  • Must have SQL knowledge(preferred Postgre SQl, MySQL) and knowledge on RDBMS.
  • Knowledge on X.25,CLNS, TCP/IP, XML and networking tools (Wireshark etc.).
  • Basic knowledge on middleware i.e. jboss and working experience in managing java-based platforms.
  • Scripting inksh, perl
  • Working Knowledge of different SMSC protocols i.e SMPP, CIMD2 etc. and messaging flow end to end.
  • CCNA or any relevant certification will be Add-On
  • Conceptual knowledge on Operator’s RAN flow (2/3/4G) will be an advantage.



  • Experience with VAS application platforms
  • Veritas products (VxVm, Cluster and NetBackup) – advantage
  • Knowledge in PostgreSQL database – advantage
  • Hands on in mechanical/server installations – advantage
  • BSCs network knowledge
  • Multiple Operator handling experience (BSNL, Airtel, Vodafone, Idea)
  • Knowledge in VMWARE - advantage
  • Knowledge in Firewalls - advantage
  • Knowledge in MPLS – advantage


Soft Skills:

  • Ability to learn quickly and apply new skills effectively and independently.
  • Ability to prioritize and handle multi-tasking. Focus on the important issues.
  • Perform high quality work, and do not compromise on quality.
  • Ability to constantly balance between customer interests and company objectives, while ensuring high level satisfaction.
  • Consistently keeping the internal/external customer updated and informed about the system performance or the known upcoming changes in the system/service.
  • Be open minded, respect and show tolerance to others' opinions and criticism.
  • Obtain the opinions and feedbacks within/across the team.
  • Team player
  • Excellent communication skills
  • Excellent customer facing skills
  • Excellent spoken and written English

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