Purpose of the role

To support all aspects of MATRIXX Software Applications with Tier 1 Telco customers globally and work collaboratively with MATRIXX’s engineering and professional services teams with the goal of becoming a MATRIXX software certified product expert. To take ownership of complex customer and partner reported issues, and to assist with project delivery in the deployment and operational handover phases.

Key responsibilities

• Collaborate with internal and external stakeholders throughout the customer and partner lifecycle.
• Provide remote support under stringent SLA to MATRIXX customers and partners in all aspects of the MATRIXX platform.
• Assist in deployment and operational support activities.
• Participate in out of hours on-call rota.
• Support customer relationship with the goal of establishing and maintaining a highly professional and ‘trusted advisor’ position.
• Identify, communicate and drive improvement initiatives for the processes and tools.
• Monitor mobile technology and industry developments to ensure your knowledge remains current.
• Provide coaching and mentoring to more junior colleagues.

Required skills and experience.

• Proven experience working in a Support or Services role, preferably in the Telco environment.
• Proven experience working with real-time network technology (Intelligent Networks, Online/Converged Charging Systems, Mediation, Policy Control)
• Evidence of technical expertise and significant experience in the following Telco skills:
  • Applications and Systems (IN, OCS/CCS, Billing, PCRF)
  • Networking protocols (SS7, MAP, INAP, CAP, DIAMETER, 5G)

• A bachelor’s degree or equivalent technical / science-based qualification
• Good communication skills covering both technical and non-technical aspects.
• International working experience

Desirable skills

• Additional skills in one or more of the following:
  • IT and Web Service Protocols (HTTP/ReST)
  • Scripting languages (Python, Perl, BASH)
  • OS and Programming (Red Hat Enterprise Linux, Java, C++)
  • Monitoring Applications and Visualization (Prometheus/Grafana/PRTG)
  • Monitoring protocols (SNMP, JMX)
  • IP networking (routing/switching, load balancing, resilience concepts)
  • Cloud/Virtualisation (VMware, Azure, AWS, Google Cloud Platform, Kubernetes/Docker, Openshift, KVM)
  • MongoDB
  • Apache Kafka and Apache ActiveMQ

Competencies:

• Resolver – Identifies the problem and providing resolution.
• Focused – Takes direction, follows through and makes the corrections necessary to stay on track, prioritizing before reacting.
• Collaborator – Works hard with others to achieve the team goals and objectives.
• Mentor- Recognizing and cultivating the potential in others, identifying incremental improvements and derive satisfaction from evidence of progress.
• Influencer – Connecting with someone new and winning them over.
• Achiever -Taking satisfaction from being busy and productive, possessing a great deal of stamina and working hard.
• Adaptability - Embraces the pivot, problem-solver, doing what needs to be done.
• Boldness - Creates alternative ways to proceed; quickly able to spot the relevant patterns and issues of any given scenario.
• Forward Thinker - Willing to question the status quo. Unafraid to challenge convention, looking for innovative solutions and outcomes that move the needle.
• Integrity - Committed to stable values such as honesty and loyalty, taking psychological ownership of what they say they will do.
• Process-oriented - Equality and treatment of all people the same with stable routines and clear rules and procedures that everyone can follow.
• Results driven - Independent desire to make a big impact, prioritizing projects based on how much influence they will have on their organization or people around them.
• Values Driven - Having unchanging core values that defines one's purpose.

Key Behaviors:

• Excellent communication skills covering both technical and non-technical aspects, as well as written, verbal and interpersonal skills.
• A passion for meeting technical challenges with the ability to make timely, sound decisions.
• Self-motivation and the ability to thrive in a high-pressured, fast-moving environment.