About this role
Job title: Care/Operations Engineer - Packet Core (L2/L3)
About the Role Wipro is seeking a Care/Operations Engineer for Packet Core (L2/L3) to manage and troubleshoot Packet Core Nodes on Telco Clouds. The role requires deep knowledge of 4G/5G call flows, end-to-end Packet Core Node architectures (SGW, PGW, MME, PCRF, etc.), and cloud-based EPC deployments. You will own incident management, RCA, and work with offshore and onsite teams to maintain service health.
What You'll Do
- Perform advanced troubleshooting, log collection, and in-depth analysis of Packet Core nodes across 4G and 5G environments.
- Own end-to-end incident management, including RCA preparation, troubleshooting plan (MOP), and resolution execution.
- Monitor network health, KPIs, FM/PM counters, and proactively identify and resolve issues impacting performance and availability.
- Lead troubleshooting bridges and technical discussions with customers, onsite/offshore teams, and global support teams.
- Handle complex issues related to node reachability, signaling, interfaces (S1, S5, Gx, etc.), and service impact scenarios.
- Perform live troubleshooting sessions and coordinate with multiple stakeholders for faster resolution.
- Manage access coordination, approvals, and ensure compliance with operational processes during critical activities.
- Execute and validate change implementations, patches, and configuration updates with minimal service disruption.
- Perform post-validation of logs and system behavior to ensure stability after fixes or changes.
- Create, manage, and drive incident/service tickets (including escalation to L3/vendor) until closure.
- Work closely with cross-functional teams for seamless coordination and timely issue resolution.
- Provide technical guidance and support to L1/L2 engineers and assist in skill development of the team.
- Prepare detailed reports, RCA documents, and customer communication for incidents and outages.
- Support translation and coordination activities for global customer interactions.
- Ensure adherence to SLA/KPI targets and continuously improve operational processes.