Solution Architect

Job Description

18571 Solution Architect (Open)Position Type:Full timeLocation(s):IN.Bangalore.Office2Summary:Provides 2nd level technical support of CSG products to post production customers by resolving technical issues with customers and meeting SLA requirements. Responsible for customer ticket management, customer escalations and customer reporting; May implement additional customer services to generate additional revenue.Position Details:Fully understand s the CSG product and is able to use this knowledge to direct trouble shooting, drive business discussions , identify change and expedite solutions .Acts as a technical point of escalation for the teamAssists the service management layer with complex technical discussionsInteracts with customer s to facilitate change , including gathering information required by CSG to drive enhancements or changes .Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.Ensures CSG Support Tool is updated with the latest ticket details at all timesSupports customers per the details contained in the customer support and maintenance contracts .Maintains a high level of customer satisfaction through professionalism; timely response s and resolution of issuesGuides and mentors team membersFollowing up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team.Ensures compliance with SLAs and OLAsOversees product installations according to internal proceduresEnsures adherence to defined processes and procedures.Ensures knowledge is maintained and industry trends are tracked.Escalates opportunities and/or issues according to established procedureConsults with customer on application and system sizing, performance requirements, application installation and deploymentAccountable for release promotions (including core upgrades) from development through to UAT, where applicablePerforms Application Health CheckWorks on performance issuesWorks on system performance tuningDevelops and maintains documentation, standards, processes and proceduresInstrumental in new technology deploymentWorks in different business timesAd-hoc occasional travel to customer sitesPeer review on analysis and communicationsDemonstrates CSG valuesAdditional Responsibilities for those with Development roleComplex bug fixes for those who have development responsibilityCreate s customer specific Service Pack Installer for those who have development responsibilityCreate s version specific Service Pack Releases for those who have development responsibilityPage Break Additional Responsibilities for those with Consultancy roleGathers 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 UATEstablishes and maintains system/database backup and recovery policies and procedures.Performs technical trouble shooting and consults with development teams to resolve issuesConducts Performance testing, tuning and backup recovery of the databaseProvide System Administration training on CSG product(s) to customers.Key Outputs & AccountabilitiesExcellent analytical and troubleshooting skill sAble to prioritise work rapidly and effectivelyAble to work independentlyAct ively mentors and challenges other team membersSubject matter expert in at least two CSG major solutionsPlay s an important role in process automation/ improvement/approvalKnows when to guide leadership teamDesired Skills & ExperienceDriven, a go getter with a can-do attitudeAble to quickly grasp new ideas and conceptsAble to drive issues to resolution with minimal to no supervisionAble to work under pressurePrinciples of SDLC and PMLCSolid knowledge of Telecommunication environment s and customer services proceduresWorks well within a team environmentL eadership skills to influence and gain cooperation of othersAble to communicate effectively to convey and clarify informationExcellent written and verbal communication skills in EnglishAble to communicate in English (Advanced) and one additional language is preferredBasic understanding of client requireme nts and product implementationExperience in Incident ManagementExperience in Telecommunication industry is preferredGood knowledge of Microsoft OfficeSolid understanding of complex software system architecture and operation7-10 years of work experience in software industry or related fieldsDegree or Diploma in Information Technology; Computer Science, EngineeringITIL accreditation will be an advantageCustomer facing skill to perform on-site support for customer who have purchased the servicesSubject matter expert in an area of operation support, billing system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS, etcAWS and knowledge of cloud technologies will be an advantageUnderstand principles of BI and data warehousingTechnical Requirements (for all product families excluding Route )Unix skills:- Create & modify shell scripts- Basic system administration- Monitor performance using standard utilities- Setup and build a Unix environment- View, analyze and understand system logs- Intermediate Unix system administration skillsPage Break Technical Requirements (specifically for WBMS position)Oracle skills:Knowledge of Oracle SQL command is necessaryPL/SLQKnowledge of SAP BO Reporting would be an advantageOracle Discoverer would be an advantageTechnical Requirements (specifically for Route position)PL/SQL [ Proficiency Level: 4 ]Knowledge of SQL Server based reporting [ Proficiency Level: 3]Microsoft Windows [ Proficiency Level: 5]Microsoft Excel [ Proficiency Level: 5]SQL Server BI Platform [ Proficiency Level: 3]MS .NET framework, VB .NET, VB6, Visual Studio 2010 and above [ Proficiency Level: 3]Intermediate knowledge of Oracle Database [ Proficiency Level: 3]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: 4]Jira [ Proficiency Level: 1]Knowledge management tools [ Proficiency Level: 3]Infragistics [ Proficiency Level: 1]Technical Requirements (specifically for TSM position)C/C,PythonPerlTechnical Requirements (specifically for SV position)C/C [Proficiency Level: 3 ]HAC/RAC [Proficiency Level: 3 ]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: 3 ]SOAP [Proficiency Level: 3 ]Tuxedo [Proficiency Level: 4 ]XML [Proficiency Level: 3 ]MySQL Database SQL [Proficiency Level: 3 ]AWS [Proficiency Level: 2 ]Technical Requirements (specifically for ICP)Admin - UNIX (Solaris) environment skillsAdmin - Linux Red-hat, CentOS, Oracle Linux EnvironmentsOracle Database - SQLOracle Database Administration and maintenanceNetwork Routing, Ports, Protocol (RADIUS, ICMP)Scripting (Perl, Bash)MySQL Database SQLTelecommunication - Rating and Charging (PCEF and PCRF) preferableOther programming knowledge (C, C, Java, abstract data-layers)

Keyskills :
sap bosql serveroracle sqlcost modelsredhat linuxvisual studiosystem sizingoracle databasenet frameworkSolution Architect