Sr Engineer I Customer Operations

Job Description

The primary responsibility is to monitor all operational issues/incidents through different monitoring tools, dashboards etc. and ensure all issues/incidents are restored within the agreed SLA by responding internal/external calls, mails, raising tickets, troubleshooting, follow up and escalations. Furthermore closely work with internal operation teams, vendors and partners to provide highest availability of services, applications, platforms and infrastructure to all esteemed customers.DATANET & TECHNOLOGY OPERATIONS:Ability to understand product functional and architecture. Follow the standard operating procedure established. Escalate issues to the next level. Follow up on open issues. Manage seamless shift rotation. Open to flexible shift schedules. Responsible for continuous monitoring of production environment and to provide solution for the production issues. DBA:Responsibilities include the organization, installation and assessment of enterprise relational database management system software across multiple database environments, with a primary focus on Oracle/Microsoft SQL Server. This includes database design, creation, maintenance, backup and recovery, performance tuning and installing new database software releases. Environments supported include development, system test, UAT.MNP HELPDESK:The primary responsibility is to log incidents through HPSM tools and ensure all issues/incidents are restored within the agreed SLA by responding internal/external calls, mails, raising tickets, troubleshooting, follow up and escalations. Furthermore closely work with internal operation teams, vendors and partners to provide highest availability of services, applications, platforms and infrastructure to all esteemed customers.MNP OPERATIONS:Ability to understand MNP product functions and architecture. Follow the standard operating procedure established. Escalate issues to the next level. Follow up on open issues. Perform seamless shift rotation. Open to flexible shift schedules. Responsible for continuous monitoring of MNP production and disaster environment using HPOV and NNM alert monitoring tools.Job Requirements: t5+ years of experience in customer support function in telecommunications, the wireless industry tStrong team leadership/interpersonal/communication (oral/written) skills required. tPerform online table provisioning and validation to ensure accurate and timely entry of customer updates. tPerform Switch migrations tResponsible for the resolution of customer problems, issues, questions, and concerns that are table related, meeting or exceeding customer expectations. tAssist in the investigation and resolution of billing questions related to table entries. tPerform inquiries and generate reports to support problem resolution and discrepancies related to carrier issues. tPerform provisioning and validation to ensure data integrity and accuracy. tParticipate in requirements gathering and design reviews and provide input. tProvide 24x7 on call support. tParticipate on Product Teams and/or Project Teams. tBA/BS Degree or equivalent work experience preferred. tIndustry, data processing, and/or information management. tExperience with analyzing IS41, rev A, B and C and SS7 messaging, GSM provisioning, , CTP, Pandora, Crossroads, desired tAssist Application Developers, System Test, and Product Management personnel in verification of current and new application functionality as needed, to ensure product success. tExperience with analyzing data for problem resolution. tDetail oriented tSelf-motivated tAbility to handle and manage multiple tasks required tStrong leadership skills required tStrong perceptual, analytical and follow up skills. tDemonstrate problem-solving ability. tStrong decision making skills with ability to make decisions on their own tStrong interpersonal skills tStrong written and verbal communication skills. tPC experience in a Windows operating environment with strong typing ability tData entry experience. tWorking knowledge of MSOffice Products Working Conditions: tNo hazardous conditions.,

Keyskills :
database management systemstandard operating procedurems officetest casessuper usernew businessmusic makingdata loadingfile transfersystem supportdata integritytest executionremote testing