Care Engineer (Conviva Vendor)

Key Responsibilities

• Monitor, track, and manage technical tickets and incidents related to Conviva solutions and services.
• Perform troubleshooting and root cause analysis for technical issues.
• Follow up and coordinate with L2/L3 teams and relevant vendors for issue resolution.
• Provide technical support for Conviva platforms, Back Office (BO) systems, projects, implementations, and service-related activities.
• Handle emergency issues and support critical incident resolution.
• Support network changes, maintenance activities, and service continuity.
• Participate in on-call support and 24/7 shift-based operations when required.
• Conduct preventive maintenance activities, including audits and health checks.
• Support software updates, patches, and system upgrades.
• Prepare technical reports and document incident handling processes.

Requirements

• Bachelor’s degree in Telecommunications, Electrical Engineering, Computer Engineering, Computer Science, or related fields.
• Good knowledge of mobile networks.
• Strong knowledge of VAS services.
• Strong knowledge of IP networks.
• Strong knowledge of databases.
• Strong knowledge of Linux.
• Strong knowledge of system administration.
• Familiarity with Back Office (BO) systems.
• Experience with or knowledge of Conviva solutions is preferred.
• Strong analytical and problem-solving skills.
• Ability to perform root cause analysis.
• Ability to work under pressure and manage emergency situations.
• Good command of English.