Service Operations Engineer I

The Service Operations Engineer I at KORE is responsible for managing and optimizing the company's core network systems. This includes overseeing customer cellular connectivity, KORE's connectivity partners, vendors, and roaming access networks supporting our engineering service level objectives. The engineer will also handle troubleshooting, incident management, maintenance, and monitoring performance of core network services, such as data, SMS, and voice.

This role requires a deep understanding of the technology stack, active collaboration with cross-functional teams, and a strong focus on operational excellence to support KORE products. You are tasked to ensure high levels of service availability, performance tuning, and troubleshooting across multiple systems while adhering to established network policies and procedures. It is an excellent opportunity to join KORE as we innovate and launch new services in line with emerging industry standards.

Collaborating closely with KORE's Product, Support and Engineering teams, you will be required to maintain an outcome-focused mindset, excel in prioritization, and effectively manage stakeholder expectations. Your responsibilities will include fault diagnosis across a diverse range of IoT applications. Possessing a keen eye for detail and a methodical approach to problem-solving, you will leverage your technical expertise to thoroughly investigate issues, concisely articulate them, coordinate cross-functionally to drive resolutions, and produce comprehensive customer-facing guides and reports.

As a Service Operations Engineer I, you will progressively work with greater independence, actively contributing to the team's success. You will be expected to lead technical investigations with supervision, demonstrating strong problem-solving skills and have a proactive approach to resolving network issues. You are actively contributing to daily operations, incident management, and ongoing maintenance of the core network, ensuring its integrity, high availability, and security.

Essential Functions:

• Daily operations including customer specific cases, contributing to ITIL processes of high-quality standards.
• Troubleshoot and resolve complex network issues related to visited operator and customer cellular connectivity, mainly in roaming scenarios.
• Proactive monitoring of connectivity services.
• Provide ongoing network performance analysis and optimization to meet organizational requirements.
• Managing technical investigations, working with supervision, and collaborate effectively with cross-functional teams.

Qualifications:

• Bachelor's degree in engineering or equivalent experience.
• Demonstrated knowledge and understanding of wireless communications, preferably in international cellular roaming.
• 1-3 years of hands-on experience supporting and maintaining telecom systems, such as HSS, STP, DRA, and PGW.
• Ideally previous experience as a roaming engineer (IREG engineer).
• Demonstrated experience in using tools for tracing and monitoring such as Wireshark and Grafana and proficient in reading traces and call flows.
• Proficiency in protocols GSM, SS7, SIGTRAN, IP networking, Diameter protocol and GTP.
• Familiarity with using Service Now, JIRA, Confluence applications
• Familiar with tools and applications related to router access, scripting/automation, and log searching.
• Familiarity with virtualization technologies (e.g., VMware, OpenStack, Kubernetes) and cloud-native Packet Core solutions.
• Familiarity with industry standards such as 3GPP, ETSI, GSMA, ISO and industry best practices.
• Certifications such as CCNA are a plus.

Competencies:

• Demonstrated project management, time management, and problem-solving skills.
• Analytical skills to trouble shoot and diagnose.
• Ability to absorb large amounts of technical knowledge and apply it to troubleshooting and support tasks.
• Ability to achieve objectives in an environment of strong operational pressure.
• Able to communicate clearly and concisely.
• Ability to work in 24/7 shifts.
• Passion for working on new technologies in a fast-paced and frequently changing environment.
• Actively pursue professional development opportunities to build technical expertise and contribute to the advancement of the team and organization

About KORE:

Vision:

To be the trusted global leader in IoT Connectivity Solutions for over 100,000,000+ connected devices, enabling a smarter, more connected world for all.

Mission:

To empower our customers to deliver transformative solutions that deliver impactful outcomes to the communities and customers they serve.

Kore Values:

• Customer Obsession: We earn trust through deep understanding and relentless commitment. We earn the trust of our customers and aim to delight them through our solutions - we want to be loved by our customers.
• Be the Spark: We lead with energy, creativity, and urgency. We don't wait for change - we ignite it. We listen, engage, and encourage others to participate.
• Own the Outcome: We take accountability seriously - delivering on our promises to customers, teammates, and ourselves. We finish what we start. We think like owners and we're frugal where it makes sense.
• Grit & Positivity: We face challenges head-on - with resilience, optimism, and determination. We look at these situations as an opportunity to create a positive outcome. When we make a commitment, we deliver. We challenge those in a respectful way that do not meet their commitments.
• Challenge. Debate. But Be Human. We speak up, question assumptions, and challenge ideas - not people. We aim for the best outcomes through respectful, direct, and open dialogue, keeping in mind we're all on the same team.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to remain seated at their desk. The employee must regularly sit; and communicate. Specific vision abilities required by this job include close vision.

KORE Wireless Group, Inc., is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of any kind. KORE is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at KORE are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, or belief, national, social, or ethnic origin, sex (including pregnancy), age physical, mental or sensory disability, HIV Status, sexual orientation, gender identify and/or expression, marital, civil union, or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. KORE will not tolerate discrimination or harassment based on any of these characteristics.