A lead level contributor responsible for providing technical solutions to exceptionally difficult problems. As the senior level of support, this position will address day-
to-day customer issues, application issues, problems and concerns that are of a more detailed nature requiring analysis and research.
Technical & Operating Processes
Innovative problem solving & lateral thinking
Root cause problems and find appropriate solutions
Ability to understand the customer requirement
Meet the SLA guidelines : Timely Follow-up. Escalate, and resolve the tickets
Ability to prioritize the Tasks based on the business needs
Documentation on the newly discovered solutions
End to End System knowledge and act as SME
Participate in the new initiatives for providing technical solutions
Analyze requirements and prioritize requests.
Communicate with users and requestors to clarify requirements. Create programs and / or processes to satisfy requests.
Participate in on-call support on a 24x7 / 365 basis.
Continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate and logs
Monitoring of connectivity to upstream and downstream applications
Monitoring of connectivity to databases
Application health monitoring that includes file processing, data loading, completion of scheduled tasks, report generation, application related processes, dashboards and application logs
Use alarm monitoring tools, interpret the condition being alarmed, resolve and / or escalate to the next level support.
Clear and concise written and spoken communications in the form of Remedy tickets, emails, analysis, process / procedures, meetings, conference bridges and internal / external phone calls.
Provide shift turnovers of current issues and activities
Providing severity and scope analysis of issues, inquiries and requests; maintaining ownership until resolution.
Crisis management facilitation
Execute and support production performance by performing benchmarking and research while initiating actions to improve results and / or problem correction.
Error research based on the warnings, errors available in the production logs
Prioritize the production issues by analyzing the logs, database entries and processes
Provide the required data to the support team for further analysis
Compare and analyze with previously occurred issues and narrow down the root cause
Develop work around scripts for managing a production issue
Troubleshoot hardware and network problems
Create and follow up on trouble tickets with respective teams
Perform Operations Readiness Check of new releases and provide feedback
Prepare and maintain a detailed technical and business documentation
Develop and maintain scripts for managing routine activities including alarm detection, management, and enhancements.
Minimum 3-5 years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development.
Bachelor degree in computer science, electronics or telecommunication
Knowledge on general database administration
Very Good in verbal and written communication
Certification on operating systems and databases (Preferred)
Excellent scripting knowledge
Strong knowledge on Linux / UNIX,WINDOWS and SQL
Strong Java background
Knowledge of ITIL V3 specifically event, incident, problem and change management.
Knowledge on ticketing tools i.e. Remedy etc.
Sound knowledge on network infrastructure (LAN & WAN)
At least 2 years’ experience in managing releases and maintenances
Hands on experience and knowledge on system processes
Ability to communicate status updates to project team and management
Ability to work independently as well as Team
Good communication and interpersonal skills
Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.
Strong troubleshooting and error analysis skills
The qualifications we are looking for are considered between the mix of you work experience as well as your education.
Minimum Qualifications :
3+ years of experience working with Linux
3+ years of experience working with Wireless technologies
3+ years of experience with system administration
Additional Qualifications :
3+ years of experience working with Signalling System 7 (SS7)