21 Apr
Sr. Application Support Engineer
Kansas, Overlandpark , 66204 Overlandpark USA

Vacancy expired!

Job Description:
  • Advanced professional role responsible for working on Telecommunications business-related Level-1 & Level-2 support for Telecom including Backend Data Processing Operations, Operator to Operator Migrations & Conversions, Monitoring Process, troubleshooting issues, and providing root cause analysis.
  • Should possess sound knowledge of Application & Tech Support Processes, Analytical in nature with excellent troubleshooting skills, triage & prioritize issues with L3/L4 support and ability to strategize & document maintenance activities like upgrades & Installations, Patches, Hotfixes etc.
  • 3+ years of working experience in Level 1, 2 & 3 application support work and processes. Must be able to independently triage issues, coordinate with stakeholders and drive them to the closure
  • 3+ years of experience in the incident, problem management, and service request using industry-standard tools like Remedy, ServiceNow, and other ticketing tools
  • 2+ working experience in identifying the creating process and implement it
  • Sound knowledge of Telecom BSS (Billing & Invoicing, Subscriber LifeCycle for Prepaid & Postpaid both, Price Plan/Rate Plan, Rental agreements, Dunning, Provisioning, Auxiliary Services, Promotions and Mediation, etc.)
  • Sound knowledge in writing queries (SQL, pl SQL), monitoring tools like Splunk, Grafanna,
  • Sound knowledge of Operating Environments & Operating Systems such Unix, Linux, Windows with operating knowledge of Files/Directories/Log/Data manipulations such as Create/Delete/Modify/Update/Installations/Executions/Job Schedulings/Log level investigation/Understand & Execute MW with given steps, etc
  • Experience working in Data Migration Project is a plus
  • Excellent analytical, decision-making, troubleshooting & problem-solving, team and time management skills
  • Outstanding verbal and written communication skills to technical and non-technical audiences of various levels in the organization (e.g. executive, management, individual contributors)
  • ITIL or Six Sigma certification would be added advantage

Job Responsibilities:
  • Understand Telecom Operator to Operator Data Migration & Conversion Processes related Support & Monitoring areas and train the team
  • Assist in creating support processes, documenting support Areas, Agreements & SLAs, and Support Team Ramp up, etc. Define process and procedures, conduct KT and reverse KT, articulate the entire operation process.
  • Adhere to the SLA and OLA agreed by the team and ensure it is being executed on daily basis to meet objectives and to avoid any penalties
  • Able to use analytical techniques to provide Level-2 customer support which includes deep dive issue troubleshooting, issues reproduction & simulation, step by step documentation and walkthroughs, collecting artifacts for L3/L4 product fixes and enhancements, and triaging with them
  • Provide on-call support to L1 & L2 team while issues are called out
  • Ability to lead the triage call with a customer, third party teams, and all other stakeholders, facilitate and engage respective team
  • Ability to train the team members in Technical & Processes; defining and implementing the processes
  • Actively participate in operation plannings, escalated issues discussions, outage restorations & facilitate and actively involve in war rooms
  • Create, maintain & help in building knowledge repositories. Strive for creating SOP of typical issue resolution, process automation. Continuously improve by implementing the techniques to avoid recurring issues.
  • Must contribute in preparing the runbook, knowledge repository
  • Must understand the planned release activities, identify operation support required, provide support to the release, post-release validation, outage restoration, and RCA documentation

Education:
  • Bachelor's or Master’s degree in Computer Science, Computer or Electrical Engineering, Mathematics, or a related field.

Vacancy expired!


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