Job Description

Mission/ Core purpose of the Job

Messaging L1 support engineer will form part of the Bayobab GNOC/SOC organization team responsible for resolving or escalating Messaging applications and infrastructure issues. This candidate will provide Level 1 platform and service 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)

Messaging L1 support engineer will be responsible for detection, analysis, and resolution of all Messaging related issues for end users and the key responsibilities include:
-Proactive Monitoring of the Messaging Service and ensuring key quality Indicators are at optimum levels.
-Early detection of any faults or Incidents Impacting the Messaging Service
-Handling all complaints received by customers related to the Messaging 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 Messaging service within the define MTTR.
-Messaging Platform Optimization and security against illegal and fraudulent traffic.

Job Requirements (Education, Experience and Competencies)

Education:
-Minimum 4 Year degree in Engineering or equivalent specialization. MSc, MBA is a plus.
-Fluent in English.
Experience:
-Minimum of 3 years' experience in Messaging systems support.
-Proficiency in an advanced Incident Management or Ticketing tool like ServiceNow.
-Strong verbal and written communication skills to communicate effectively with business partners and other engineers.
-Knowledge and practical experience within the telecommunications industry.
-Being a self-starter and the ability to work unsupervised is essential.
-Worked across diverse cultures and geographies (advantageous).
Competencies:
-Proven expertise in SMS, SS7, IP and SMPP protocols.
-Networking and TCP/IP protocol stack basics
-Skilled in SMS Routing, Hub, and Firewall 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.