You will have the opportunity to work in a collaborative environment consisting of people from operations, product development, client services and product support organizations.

Core Responsibilities:

• Provide Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.

• Maintain Linux, and Server Application software.

• Provides technical support to Client Services people.

• Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning of any application.

• Analyzes business operations to determine opportunities to automate processes and functions. Provides support to internal or external users where the product is highly technical or sophisticated in nature.

• Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.

• Supports customers per the details contained in the customer maintenance and support contracts

• Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues.

• Ensure compliance with SLAs and OLAs

• Works in different business times and on-call 24 hours / 7 days.

• Monitor performance using standard utilities.

• 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

• Provides assistance to less experienced members of the team

• Specialized in one CSG product, in-depth knowledge and experience of more than one CSG product

• Ad-hoc occasional travel to customer sites

Is this opportunity right for you? We are looking for candidates who:

• Degree or Diploma in Information Technology; Computer Science, Engineering.

• 3+ years of work experience in IT industry or related fields

• Good Troubleshooting skills and analytical skills of any issue/error in logs.

• Strong understanding of Linux systems and their architecture.

• Ability to create and modify Bash/shell scripts for task automation.
  Perform basic system administration, including user management and system configuration.

• Good understanding and analytical skill of application flow and logs.

• Experience in monitoring tools like Zabbix/Splunk.

• Strong operating system skills; Solid understanding of the available system utilities and/or logs and the proper use and interpretation of the information to isolate errors,  and apply/correlate findings to reported application issues.

• Strong communication and interpersonal skills, particularly the ability to work seamlessly with other key technical and business team representatives throughout CSG.

• Experience in Scrum workflow , Good understanding of Kanban/Jira story board.

• Basic understanding of client requirements and any implementation

• Experience in Ticket and queue management

Location(s):

India Remote