Do you have a strong telecom engineering background and experience working with international customers? Do you want to be part of a global consulting organization while supporting a world-class telecom provider? Then this role is for you.
Tietoevry Create is looking for a Senior Telco Service Engineer to work on a strategic engagement with BICS, a global leader in international communications services. You will operate in a customer-facing, technically demanding role, ensuring high-quality service delivery across BICS’ international telecom portfolio.
This position is based in Rio de Janeiro and operates in a global, multicultural environment, working closely with international customers and cross-functional teams.
Your responsibilities
Act as the main operational point of contact for selected international customers, ensuring seamless service delivery across BICS’ telecom services.
Build and maintain long-term customer relationships through proactive engagement and customized operational interfaces, in close collaboration with technical and commercial teams.
Prepare and present monthly service performance reports and lead Service Review Meetings, driving continuous improvement through corrective actions and follow-up.
Serve as Single Point of Contact (SPOC) during incidents and escalations, coordinating resolution activities and delivering formal RFO/RCA documentation.
Advise customers on process improvements, reporting tools, and new services/products, supporting adoption of BICS’ global offerings.
Collect and share customer feedback internally to support operational excellence and cross-functional collaboration.
Develop and maintain operational documentation, including service processes, planned work procedures, and escalation matrices.
Who we are looking for
Solid experience in the telecom industry, combining strong technical expertise with customer-facing responsibilities.
Proven technical knowledge of message flows in Voice, Signalling, and Roaming scenarios.
Strong analytical and problem-solving skills, with a proactive and structured approach.
Customer-oriented mindset, with the ability to manage complex service issues and escalations.
Excellent communication skills in English, both written and spoken. Additional languages are an advantage.
University degree in Telecommunications or equivalent professional experience.
Flexibility and accountability, including willingness to travel internationally when required.
Strong crisis and incident management capabilities.
As a person, you are reliable, structured, and comfortable working in a global, cross-functional environment. You take ownership, communicate clearly, and value operational discipline and continuous improvement.
We also value
Experience working with international enterprise or carrier customers.
Familiarity with SLA-driven service environments and operational reporting.
Ability to work closely with both technical and commercial stakeholders.
We offer
Professional growth within a global consulting organization.
Long-term, meaningful projects with leading international clients.
Open and collaborative culture with strong knowledge sharing.
Flexible hybrid work model and focus on work-life balance.
Location: Rio de Janeiro, Brazil
We perform background checks on all final candidates.
Tieto declines calls from recruitment agencies.