Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.
Design, analyze, write code, modify and debug CSG product applications
Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
 
He/she must be aware about the end to end provisioning flow and good knowledge of network components integration and their respective functionalities. it will be good if having the IAT product knowledge. Use provisioning and order management systems tools to initiate and track the service activation process. Must be aware of bulk provisioning process.

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
Maintains a high level of customer satisfaction through professionalism; timely response and resolution of issues
Following up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team.
Manage and support builds in Jenkins or other CI tools.
Delivers product installations according to internal procedures
Peer review on analysis and communication
Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team
Create and maintain both customer and technical documentation for tools and processes created or modified
May perform operational duties on Software installation and delivery during maintenance windows
Successfully implement Unit and System testing on applications
Ensures compliance with SLAs and OLAs
Assist direct line manager with reporting on KPIs and team progress
Delivers product installations according to internal procedures
Escalates opportunities and/or issues according to established procedures
Performs Application Health Check
Works on performance issues
Works in different business times and on-call 24hs / 7 days
Shift work, Stand by support and working on weeknights/weekends/public holidays is required
Ad-hoc occasional travel to customer sites
Additional Responsibilities for those with Development role
Complex bug fixes for those who have development responsibility
Creates customer specific Service Pack Installer for those who have development responsibility
Creates version specific Service Pack Releases for those who have development responsibility
Additional Responsibilities for those with Consultancy role
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 maintains 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.
Seeks alternative solutions for complex internal and external challenges on product and service delivery
Mentor and train new team members
Excellent analytical and troubleshooting skills
Works within defined objectives using internal procedures
Able to prioritize work rapidly and effectively
Able to work independently
Acts as Mentor and provides leadership and guidance to other team members
Specialized knowledge and experience of two CSG products
Contribute to support policies and procedures
Ensure all support procedures are followed by the team
Acts as a mentor and provide guidance to the team
5-9 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
Customer facing skills to perform on-site support for customers who have purchased the services
Subject matter expert in an area of operation support, billing system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS, etc
Experience in Automation Frameworks would be a plus
Experience in Incident/Problem/Change/Knowledge Management
Experience with CI/CD tools including Jenkins.
Technical Requirements (for all product families)
Unix skills, Create & modify shell scripts, Basic system administration, Monitor performance using standard utilities
Technical Requirements for IAT/Encompass
Sound knowledge on Billing and Rating
Linux, Unix
Oracle databases & PL/SQL, Shell, Perl, SOAP, REST, Tuxedo, XML
Sound knowledge of Telecommunication environment and customer services procedures
Works well within a team environment
Able to communicate effectively to convey and clarify information
Good written and verbal communication skills
Able to communicate in English (Advanced) and one additional language is preferred
Basic 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 understanding of complex software system architecture and operation

Location(s):

IN.Bangalore.Office