Customer Service Engineer - Mobile & Roaming

Role overview

Customer Service Engineer - Mobile & Roaming at Orange Business

Responsibilities

• Manage incoming incidents and email requests from global customers and partners.
• Analyze complex SS7 traces including.
• Manage GT-based routing and GT overflow scenarios.
• Monitor SMS services including A2P and P2P traffic and detect problematic destinations or routes.
• Analyze Diameter call flows for LTE attachment procedures.
• Monitor LTE roaming signaling KPIs using analytical tools.
• Maintain a strong understanding of roaming product offerings and related business implications.

Required skills

• Strong knowledge of SS7 signaling protocols and architecture.
• Knowledge of LTE / 4G network architecture and Diameter signaling.
• Experience with STP routing, links, and signaling troubleshooting.
• Understanding of SMS architecture (A2P, P2P) and SMS routing.
• Knowledge of GTP.
• Familiarity with roaming architecture and international interconnects.
• Experience using trace analysis and signaling monitoring tools.
• Soft Skills.
• Strong analytical and troubleshooting skills.
• Ability to coordinate with multiple global technical teams.
• Good communication skills for incident reporting and escalation.
• Understanding of business impact related to network services.
• Good network support knowledge and experience.
• Service oriented, customer-focused with good customer service skills.
• Good networking/communications background.
• Good interpersonal skills.
• Good time management, organizational and communication skills.
• Ability to work under pressure.
• Ability to deal with multiple tasks.
• Proactive, self-motivated and determined attitude.
• Problem solving skills.
• Able to cover Flexible working hours/shift patterns as and when required (24*7).
• Strong proven knowledge of the Network Operations environment, systems, protocols and services.
• Excellent diagnostic and network troubleshooting skills.
• Ability to understand, analyze and resolve problems quickly.
• Good interpersonal skills and the ability to communicate effectively at all levels and with all nationalities and cultures.
• Proactive attitude to use his/her initiative to react quickly, to work effectively in emergency situations under minimum supervision.
• Self-motivated and capable to work within a strong team environment is essential.
• Must be fluent in English language.
• Possession of French language is an asset but not a key requirement.
• You bring a can-do attitude, tackle challenges head-on and challenge the status quo with new and innovative ideas.
• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: Training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.
• At Orange, only your skills matter.
• Regardless of your age, gender, background, origin, religion, sexual orientation, disability, neurodiversity, or appearance, we actively encourage diversity within our teams, as it is a collective strength and a driver of innovation.
• Orange is a disability-inclusive employer: please feel free to let us know about any specific needs you may have.

Employment details

• Location: GURGAON [HARYANA] [INDIA], GURGAON [INDIA]

About the employer

• Join us at Orange Business!

Additional role details

• Publication date : Aug 06, 2026, 12:00AM.
• We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
• Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter where our customers operate.
• With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills in a field filled with exciting challenges and opportunities.
• The Mobile & Roaming Operations Engineer is responsible for monitoring, troubleshooting, and resolving signaling and roaming issues across SS7 and LTE/Diameter networks.
• The role involves analyzing incidents from global customers, investigating SMS and roaming signaling flows, and ensuring network stability through proactive monitoring and collaboration with internal technical teams and international partners.
• Incident Management & Operations.
• Identify, analyze, and resolve Critical, Medium, and Low priority incidents related to signaling and roaming services.
• Define escalation procedures and traffic overflow strategies during major outages.
• Monitor roaming traffic and proactively detect potential service issues.
• SS7 Signaling Operations.
• Identify and troubleshoot SS7-related cases such as.
• SMS issues.
• Link failures.
• SAI/UL signaling issues.
• Investigate signaling traffic transiting through the STP.
• SMS control.
• Steering.
• SMS roaming information.
• Understand and troubleshoot SS7 call flows related to network attachment processes.
• LTE / Diameter Signaling Operations.
• Identify and troubleshoot LTE signaling issues including.
• AIR / ULR related problems.
• Use DSR Observer tools for.
• Configuration rules.
• Traffic measurements.
• QoS monitoring by operator.
• Understand and troubleshoot GTP-C signaling.
• Business & Product Understanding.
• Support service quality and ensure customer satisfaction through effective incident resolution.