Position Overview
We are seeking an experienced Sales Engineering Solutions Architect with deep telecommunications expertise to join our team. In this role, you will be responsible for providing technical leadership throughout the sales cycle, architecting complex solutions, and serving as a trusted advisor to our enterprise clients in the telecommunications sector.
Required Qualifications:
- Bachelor’s degree in Computer Science, Computer Engineering, Electronics, or Telecommunications from an accredited college or technical institute.
- 10+ years of experience in Technical Support/Application Support.
Function Knowledge Areas:
- Project deployment management and execution
- Creating and managing comprehensive project plans including dependencies, risks, and assumptions
- Leading customer workshops, defining project scope, and securing statement of work (SOW) approval
- End-to-end testing coordination and acceptance management
- Acceptance Test Plan (ATP) execution and customer sign-off facilitation
- Proactive issue management and internal escalation processes
- Effective stakeholder communication and regular status reporting
- ITIL process expertise
- Familiarity with ISO 20000-1:2011 standards
- Excellent English communication skills
Technical Knowledge Areas:
- Experience with OSS/BSS systems including CRM, Product Catalog, AAA, PCRF, OCS, and 5G products
- Proficiency with relational databases (MySQL or Oracle)
- JAVA/PERL scripting capabilities on Linux environments
- Networking fundamentals
- Product troubleshooting and log analysis expertise
Key Responsibilities:
- Delivery Responsibilities
- Develop and manage comprehensive project plans
- Create and deliver effective workshop presentations
- Draft detailed statements of work
- Prepare customer-facing project timelines and roadmaps
- Facilitate weekly customer meetings for project status updates
- Conduct thorough gap analysis and implement appropriate management strategies
- Lead change management initiatives
- Travel to customer sites as needed to complete assigned tasks
- Support Responsibilities
- Lead a team of 2-5 SUPPORT engineers effectively
- Address critical alerts promptly within assigned shift
- Perform root cause analysis for reported issues
- Contribute to internal knowledge base with articles and documentation
- Ensure proper ticket creation and documentation in the SUPPORT portal
- Monitor appropriate assignment of complexity, severity, and priority for all tickets
- Clearly communicate solutions to customer-reported problems
- Serve as primary point of contact for both internal and external escalations
- Configure Alepo products according to business requirements across lab, staging, and production environments
- Create and distribute incident reports to customers per support protocols
- Restore services within defined SLAs
- Report issues to R&D through Jira with detailed logs, thread dumps, and analysis
- Proactively identify potential issues that might cause downtime or revenue loss
- Monitor server health through tools like ICINGA, CACTI, MRTG, and others
- Develop scripts to automate processes and procedures
- Create documentation including RCAs, MOMs, UATs, SOPs, and incident reports
- Conduct regular Service review calls for all accounts according to Alepo Business Relationship Management Process
- Perform skill set evaluations for team members
