Provides Level 2 Support to customers – resolving technical issues / error messages encountered by customers in a live production environment.
Appropriately handling of all customer issues including troubleshooting and providing feedback to the customer.
Ensures CSG Support Tool is updated with the latest ticket details at all times
Supports customers per the details contained in the customer maintenance and support contracts
Maintain a high level of customer satisfaction through professionalism; timely response and resolution of issues
Follow up on support issues, which include liaising with both the customer as well as Level 3 (PS) and Level 4 (R&D) team.
Ensures compliance with SLAs and OLAs
Delivers product installations according to internal procedures
Escalates opportunities and/or issues according to established procedures
Create customer specific Service Pack Installer for those who have development responsibility
Works in different business times and on-call 24hrs / 7 days.
Shift work, Standby support and working on weeknights/weekends/public holidays is required
Ad-hoc occasional travel to customer sites may be expected
Drives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders
Peer review on analysis and communication
Demonstration of CSG Values.
Additional Responsibilities may also include
In depth triage and analysis of customer defined configuration
Daily/Weekly/Monthly/Ad-hoc Reporting on key outputs and status of investigations to internal stakeholders as well as customers
Championing a customer and becoming the SME for said customer
Creation, maintenance, validation and publication of Remedy Knowledge Management articles
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.
Performs release promotions (including core upgrades) from development through to UAT
Establishes and maintain system/database backup and recovery policies and procedures.
Performs technical trouble shooting and consults with development teams to resolve issues
Conducts Performance testing, tuning and backup recovery of the database
Provides System Administration training on CSG product(s) to customers.
Conducts testing of the product during release cycle
Key Outputs & Accountabilities
Advanced troubleshooting skills
Works within defined objectives using internal procedures
Able to work on own with minimum supervision
Performs work under general direction on routine tasks and detailed instruction on new assignments
Aids less experienced members of the team
Specialized in one CSG product, in-depth knowledge and experience of more than one CSG product
Desired Skills & Experience
Driven, a go getter with a can-do attitude
Able to quickly grasp new ideas and concepts
Able to drive issues to resolution with minimal to no supervision
Able to work under pressure
Principles of SDLC and PMLC
Basic knowledge of Telecommunication environment and customer services procedures
Works well within a team environment
Able to communicate effectively to convey and clarify information
Solid written and verbal communication skills in English
Able to communicate in English (Advanced) and one additional language is preferred
Good understanding of client requirements and product implementation
Experience in Ticket and queue management
Experience in Telecommunication industry is preferred
Good knowledge of Microsoft Office
Good knowledge and understanding of 3rd Party Software (Java, Oracle, Tuxedo…)
Good understanding of complex software system architecture and operation
3-5 years of work experience in software industry or related fields
Degree or Diploma in Information Technology; Computer Science, Engineering
ITIL accreditation will be an advantage.
Knowledge in a development language will be an advantage
AWS and knowledge of cloud technologies will be an advantage
Understand principles of BI and data warehousing
Technical Requirements (for all product families excluding Route)
Unix skills:
Technical Requirements (specifically for WBMS position)
Oracle skills:
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: 1]
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)
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: 1]
Microsoft Windows [ Proficiency Level: 3]
Microsoft Excel [ Proficiency Level: 3]
SQL Server BI Platform [ Proficiency Level: 2]
MS .NET framework, VB .NET, VB6, Visual Studio 2010 and above [ Proficiency Level: 2]
Intermediate knowledge of Oracle Database [ Proficiency Level: 2]
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: 1]
Knowledge management tools [ Proficiency Level: 2]
Infragistics [ Proficiency Level: 1]
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