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Technical Engineer (CMPak Mone/Legacy SMSC Project) - LCC Pakistan- A Talkpool Company

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  • Technical Engineer (CMPak Mone/Legacy SMSC Project)

Website LCC Pakistan Pvt Ltd-A Talkpool Company

LCC Pakistan (Pvt) Ltd A pioneer in the industry since 1983, LCC has performed technical services for the largest wireless operators in North and South America, Europe, The Middle East, Africa and Asia. The Company has worked with all major access technologies (including UMTS, EV-DO, HSDPA and WiMAX) and has participated in the success of some of the largest and most sophisticated wireless systems in the world. We bring local knowledge and global capabilities to our customers, offering innovative solutions, insight into cutting-edge developments and delivering solutions that increase business efficiencies. Our service offering includes network services, business consulting, tools-based solutions and training through the world-renowned Wireless Institute.

Job Title: Technical Engineer (CMPak Mone/Legacy SMSC Project)

Location: Islamabad

Company: Talkpool Company (LCC)

Job Summary: 

This role ensures 24/7 performance and availability of the CMPak Mone/Legacy SMSC platform through proactive monitoring, prompt fault resolution, software upgrades, and customer engagement. Key priorities include maintaining uptime above 99.9%, swift issue resolution, achieving high customer satisfaction, and implementing risk management and contingency plans for seamless operations

Responsibilities and Key Deliverables:

  • Manage the daily operations and maintenance of the CMPak Mone/Legacy SMSC platform, including software system monitoring, alarm management, and fault resolution.
  • Monitor platform alarms and system statuses in real-time, ensuring prompt identification and response to faults.
  • Prepare daily, weekly, and monthly performance and KPI reports, covering system uptime, fault occurrences, and customer feedback.
  • Develop Root Cause Analysis (RCA) reports and Methods of Procedure (MOP) documents to resolve issues and implement preventive measures.
  • Maintain regular communication with customers, discussing service performance, and new customer requirements, and providing updates during meetings.
  • Perform software version upgrades and system optimizations to ensure stable and efficient system operation without affecting service continuity.

Key Performance Indicators (KPIs):

  • Maintain system uptime above 99.9%.
  • Respond to customer complaints within 30 minutes and resolve issues within 2 hours.
  • Achieve a monthly customer satisfaction score of at least 4.5/5.
  • Ensure that 70% of project faults are resolved independently by onsite employees.

Risk Management and Contingency Planning:

  • Regularly conduct system backups and fault simulation exercises to ensure rapid service recovery in case of emergencies.
  • Develop contingency plans for special days or high-traffic periods (e.g., holidays, large events) to prevent system overload.









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