CSG Looking for Technical Support Analyst Lead at Bengaluru, Karnataka Full Time

Primary Responsibilities

Must show excellent management skills and provide strong technical support and leadership to the team.

Must have technical background of a TSA, Senior.

Good knowledge of a specific component of CSG’s business. Ability to handle multiple tasks simultaneously.

Supervise team of 2 or more, develop and lead the team to meet their objectives and customers’ SLAs

Lead the team in daily activities efficiently

Responsible for effective work processes within the team, delegates responsibilities and tasks to subordinate staff, prioritizes work efficiently, and delivers on commitments

Act as Mentor, motivate team and actively participate in team dynamics

Major Incident Management, Problem resolution and escalations

Ensures compliance with SLAs and OLAs

Proactively monitoring overall work-stream/incident progress/status at regular intervals

Establish a strong working relationship with customers and other CSG competency-based functions (Professional Services, Research and Development, etc.)

Technically lead team in solution of critical or complex issues.

Occassional travel to customer sites required

Manage, develop, monitor and prioritize team schedules

Manage special events (Seasonal events, Vacations, Sickness, etc) and work loads

Improve operational processes and practices

Proactively monitor and deliver on team KPIs

Drives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders

Lives and demonstrates CSG Values.

Peer review on analysis and communication

Drives knowledge sharing and internal team upskilling to support service improvement initiatives

Demonstration of CSG Values.

Additional Responsibilities same as TSA Sr and may also include

Monitor team work load and ensure 100% productivity and utilization in the team

Reporting on KPIs and team progress

Identify skill gaps in the team and define enablement path for each of the members

Assist the service management layer as and when requested

Gathers information for cost models, creates preliminary technical resource allocation plans, and provides technical input and consultation.

Consults with customers on application and system sizing, performance requirements, application installation and deployment working in conjunction with platform engineering

Key Outputs & Accountabilities

Acts as Mentor to provide leadership and guidance to team

Ensure all support procedures are followed by team

Contribute to support policies and procedures

Contribute and manage escalation procedures

Provide regular reports to the Regional Manager/Director

Report status to customers and respond as first level escalation

Works towards agreed objectives to adhere to internal and external stakeholder requirements

Report on team statistics and KPIs to senior staff

Ensures that the team works according to best practices and maintains relevance of procedures with industry standards

Creation, maintenance, validation and publication of Remedy Knowledge Management articles

Assist the Service Management Organization with tracking and maintaining support and maintenance margins

Desired Skills & Experience

Driven, a go getter with a can do attitude who leads by example

Able to quickly grasp new ideas and concepts and convey to others

Able to drive issues to resolution with no supervision

Able to work under pressure

Principles of SDLC and PMLC

Advanced knowledge of Telecommunication environment and customer services procedures

Works well within a team environment

Able to communicate effectively to convey and clarify information

Excellent written and verbal communication skills in English

Able to communicate in English (Advanced) and one additional language is preferred

Solid understanding of client requirements and product implementation

Experience in Incident/Problem/Change/Knowledge Management

Experience in Telecommunication industry is preferred

Advanced knowledge of Microsoft Office

Deep understanding of complex software system architecture and operations

7-9 years of work experience in software industry or related fields

2-3 years of work experience in a leadership role managing a team of 2 or more people

Degree or Diploma in Information Technology; Computer Science, Engineering

ITIL accreditation preferred

Customer facing skills to perform on-site support for customers who have purchased the services

Subject matter expert in an area of operational support, billing system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS, Windows Server, etc

Always seeks creative solutions for complex internal and external challenges on product and service dlivery

AWS and knowledge of cloud technologies will be an advantage

Knowledge of BI and data warehousing

Qualified as a TSA Sr

Drives innovation and has a finger on the pulse of the industry

Champions Service Improvement and works towards ensuring the customer’s experience exceeds expectations

Technical Requirements (for all product families excluding Route)

Unix skills – Red Hat Certification will be an advantage

Create & modify shell scripts

Basic system administration

Monitor performance using standard utilities

Setup and build a Unix environment

View, analyse and understand system logs

Advanced/expert unix system administration skills

Technical Requirements (specifically for WBMS position)

Oracle skills:
Knowledge of Oracle SQL command is necessary

PL/SLQ

Knowledge of SAP BO Reporting would be an advantage

Oracle Discoverer would be an advantage

Technical Requirements (specifically for TSM position)

C/C++,

Python

Perl

Technical Requirements (specifically for SV position)

C/C++ [Proficiency Level: 2]

HAC/RAC [Proficiency Level: 2]

Java [Proficiency Level: 2]

Apache [Proficiency Level: 2]

Linux [Proficiency Level: 4]

Unix [Proficiency Level: 4]

Oracle databases & PL/SQL [Proficiency Level: 3]

Perl [Proficiency Level: 2]

SOAP [Proficiency Level: 2]

Tuxedo [Proficiency Level: 3]

XML [Proficiency Level: 1]

MySQL Database – SQL [Proficiency Level: 2]

AWS [Proficiency Level: 1]

Technical Requirements (specifically for ICP position)

Admin – UNIX (Solaris) environment skills

Admin – Linux – Red-hat, CentOS, Oracle Linux Environments

Oracle Database – SQL

Oracle Database Administration and maintenance

Network Routing, Ports, Protocol (RADIUS, ICMP)

Scripting ( Perl, Bash)

MySQL Database – SQL

Telecommunication – Rating and Charging ( PCEF and PCRF) – preferable

Other programming knowledge (C, C++, Java, abstract data-layers)

Technical Requirements (specifically for Route position)

PL/SQL [ Proficiency Level: 4]

Knowledge of SQL Server based reporting [ Proficiency Level: 2]

Miscrosoft Windows [ Proficiency Level: 5]

Microsoft Excel [ Proficiency Level: 5]

SQL Server BI Platform [ Proficiency Level: 2]

MS .NET framework, VB .NET, VB6, Visual Studio 2010 and above [ Proficiency Level:3]

Advanced knowledge of Oracle Database [ Proficiency Level: 3]

Basic system optimization and performance tuning knowledge [ Proficiency Level: 3]

Windows Server build 2012+ [ Proficiency Level: 2]

Perl, Python or other similar scripting languages [ Proficiency Level: 3]

Version control tools like SVN, Accurev, GIT [ Proficiency Level: 3]

Jira [ Proficiency Level: 2]

Knowledge management tools [ Proficiency Level: 4]

Infragistics [ Proficiency Level: 1]

Job Detail

Job Id

JD2151394

Industry

Not mentioned

Total Positions

1

Job Type:
Full Time

Salary:
Not mentioned

Employment Status

Permanent

Job Location

Bengaluru, Karnataka, India

Education

Not mentioned

Experience

Year