As a Software VAS Front Office Internship, you are the first line of defense for the VAS network. Your primary mission is to ensure maximum service uptime and efficiency through diligent monitoring and rapid response. Your day-to-day responsibilities will include:

- Real-Time Network Surveillance:

Continuously monitoring the Core and VAS network elements to proactively identify alarms and degraded performance.

- Incident & Complaint Management:

Acting as the first point of contact for technical issues. This includes acknowledging alarms, performing initial troubleshooting, managing trouble tickets, and handling daily customer complaints.

- Escalation & Follow-up: Escalating critical incidents that impact network Key Performance Indicators (KPIs) to second-line support and diligently following up on all major cases until resolution.

- Operational Support: Providing first-level technical operation support, which involves system monitoring, alarm handling, and supporting transition projects through knowledge transfer.

- Reporting: Responsible for creating handover reports and documenting issues during specific shifts to ensure seamless communication across teams.

Requirements:

* Telecom & VAS Knowledge:

A solid understanding of telecom networks and services, with specific knowledge of VAS platforms such as ADD, ADC, OTA, Messaging, and Location Services .

* Operating Systems & Databases:

Working knowledge of Unix/Linux systems and proficiency in database management (Oracle, MySQL) .

* Network Protocols:

Familiarity with core networking protocols, including TCP/IP, DNS, and load balancing concepts .

* Scripting & Automation:

Basic to intermediate programming/scripting skills in languages like Python, Shell, Perl, or Java/Groovy to automate tasks or parse data .

* Monitoring Tools:

Experience with system and network monitoring tools and an understanding of technical support operation models and processes .

* Educational Background:

Bachelor’s degree in Computer Science, Telecommunications Engineering, Electrical Engineering, Information Technology, or a related technical field.

* Analytical & Problem-Solving Skills:

Strong analytical and investigative skills with the ability to perform root-cause analysis and troubleshoot complex technical issues effectively.

* Communication Skills:

- Excellent written and verbal communication skills in English.

- Ability to clearly document incidents and effectively interact with customers and cross-functional teams.

* Work Style & Collaboration:

- Ability to work independently under tight deadlines and high-pressure situations.

- Strong team player mindset with the ability to collaborate effectively in a fast-paced, high-stakes environment.

* Adaptability & Shift Availability:

- Willingness and ability to work in a 24/7 rotating shift environment (including nights, weekends, and holidays).

- Flexible and responsive to changing priorities and urgent operational needs.

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