CPD Operations Engineer

Job Title : CPD Operations Engineer – L3

Location : Chennai

Role Overview

The CPD Operations Engineer (L3) is responsible for managing and troubleshooting critical emergency call failures (E000 / 000) and ensuring end-to-end service assurance across voice, data, and messaging domains. The engineer acts as a senior technical point of contact for E000 emergency support, coordinating with internal and external stakeholders (including Care, Handset, and Core L2 teams) to safeguard customer safety and regulatory compliance.

This role requires deep expertise in Core network operations , call flow analysis , and regulatory handling of emergency call failures , with strong skills in signaling trace analysis and cross-domain collaboration .

Key Responsibilities

• Enhanced E000 (Emergency Call) Support
• Monitor and analyze emergency call (E000 / 000) failures and initiate welfare checks with the Care team.
• Share impacted customer (MSISDN) details to enable immediate safety checks and ensure compliance with regulatory requirements (ACMA / LEA).
• Perform network activity checks for Voice, Data, and SMS to determine service reachability and failure points.
• Use tools such as Ni4cc, NBA, and Splunk for transaction log review and failure correlation.
• Troubleshoot signaling traces using NetScout, Call Search, and Wireshark for emergency call failures.
• Validate EBM and EEA logs for timestamps related to failed E000 events.
• Coordinate with other operators to verify camp-on (cross-network) E000 calls.
• Liaise with Handset Teams to validate device and software-level emergency call compatibility.
• Document all investigations, findings, and resolutions for audit and compliance purposes.
• Customer Experience Management
• Own the end-to-end management of customer complaints, from fault isolation to resolution and reporting.
• Deliver daily CPD operations functions ensuring SLA / KPI compliance and regulatory obligations.
• Work closely with inter-carriers and third-party vendors (3PP) for issue resolution.
• Perform L1 / L2 level troubleshooting for RAN (coverage) and Core (Non-Access Network – Voice, Data, SMS, MMS, VM) services.
• Escalate and coordinate with CS, PS, VAS, RAN / Performance, IP, and IREG teams for advanced analysis and fix actions.

Key Competencies

Technical Knowledge

Operational & Analytical Skills

Behavioral & Communication Skills

Education & Experience Requirements

Work Conditions

Interfaces / Stakeholders

Skills : compliance,operations,management,customer,ran,data,communication

Skills Required

Netscout, Wireshark, Itil Framework, Splunk