Technical Support Analyst II

Job Description

20993 Technical Support Analyst II (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:

• Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.

• Appropriately handling of all customer issues including troubleshooting and providing feedback to the customer.

• 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

• Maintain a high level of customer satisfaction through professionalism; timely response and resolution of issues

• Follow up on support issues, which include liaising with both the customer as well as Level 3 (PS) and Level 4 (R&D) team.

• Ensures compliance with SLAs and OLAs

• Delivers product installations according to internal procedures

• Escalates opportunities and/or issues according to established procedures

• Create customer specific Service Pack Installer for those who have development responsibility

• Works in different business times and on-call 24hrs / 7 days.

• Shift work, Standby support and working on weeknights/weekends/public holidays is required

• Ad-hoc occasional travel to customer sites may be expected

• Drives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders

• Peer review on analysis and communication

• Demonstration of CSG Values.

Additional Responsibilities may also include

• In depth triage and analysis of customer defined configuration

• Daily/Weekly/Monthly/Ad-hoc Reporting on key outputs and status of investigations to internal stakeholders as well as customers

• Championing a customer and becoming the SME for said customer

• Creation, maintenance, validation and publication of Remedy Knowledge Management articles

• 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 maintain 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.

• Conducts testing of the product during release cycle

Key Outputs & Accountabilities

• Advanced troubleshooting skills

• Works within defined objectives using internal procedures

• Able to work on own with minimum supervision

• Performs work under general direction on routine tasks and detailed instruction on new assignments

• Aids less experienced members of the team

• Specialized in one CSG product, in-depth knowledge and experience of more than one CSG product

Desired Skills & Experience

• Driven, a go getter with a can-do attitude

• Able to quickly grasp new ideas and concepts

• Able to drive issues to resolution with minimal to no supervision

• Able to work under pressure

• Principles of SDLC and PMLC

• Basic knowledge of Telecommunication environment and customer services procedures

• Works well within a team environment

• Able to communicate effectively to convey and clarify information

• Solid written and verbal communication skills in English

• Able to communicate in English (Advanced) and one additional language is preferred

• Good 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 knowledge and understanding of 3rd Party Software (Java, Oracle, Tuxedo )

• Good understanding of complex software system architecture and operation

• 3-5 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.

• Knowledge in a development language will be an advantage

• AWS and knowledge of cloud technologies will be an advantage

• Understand principles of BI and data warehousing

Technical 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 skills

Technical Requirements (specifically for WBMS position)

• Oracle skills:

• - Knowledge of Oracle SQL command is necessary

• - PL/SLQ

• Knowledge of SAP BO Reporting would be an advantage

• Oracle Discoverer would be an advantage

Technical Requirements (specifically for TSM position)

• C/C,

• Python

• Perl

Technical Requirements (specifically for SV position)

• C/C [Proficiency Level: 2]

• HAC/RAC [Proficiency Level: 1]

• 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: 2]

• SOAP [Proficiency Level: 2]

• Tuxedo [Proficiency Level: 3]

• XML [Proficiency Level: 1]

• MySQL Database SQL [Proficiency Level: 2]

• AWS [Proficiency Level: 1]

Technical Requirements (specifically for ICP)

• Admin - UNIX (Solaris) environment skills

• Admin - Linux Red-hat, CentOS, Oracle Linux Environments

• Oracle Database - SQL

• Oracle Database Administration and maintenance

• Network Routing, Ports, Protocol (RADIUS, ICMP)

• Scripting (Perl, Bash)

• MySQL Database SQL

• Telecommunication - Rating and Charging (PCEF and PCRF) preferable

• Other programming knowledge (C, C, Java, abstract data-layers)

Technical Requirements (specifically for Route position)

• PL/SQL [ Proficiency Level: 4]

• Knowledge of SQL Server based reporting [ Proficiency Level: 1]

• Microsoft Windows [ Proficiency Level: 3]

• Microsoft Excel [ Proficiency Level: 3]

• SQL Server BI Platform [ Proficiency Level: 2]

• MS .NET framework, VB .NET, VB6, Visual Studio 2010 and above [ Proficiency Level: 2]

• Intermediate knowledge of Oracle Database [ Proficiency Level: 2]

• 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: 3]

• Jira [ Proficiency Level: 1]

• Knowledge management tools [ Proficiency Level: 2]

• Infragistics [ Proficiency Level: 1]

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Keyskills :
oracle databasesap bosystem sizingtechnical supportvisual studiolive productiontroubleshootingactive directorycustomer relationsoracle sqlsql serverslapost productioncost modelsnet framework