Technical Support Analyst Lead

Job Description

Position Details:Primary Responsibilities

• Must show excellent management skills and provide strong technical support and leadership to the team.

• Must have technical background of a TSA, Senior.

• Good knowledge of a specific component of CSG s business. Ability to handle multiple tasks simultaneously.

• Supervise team of 2 or more, develop and lead the team to meet their objectives and customers SLAs

• Lead the team in daily activities efficiently

• Responsible for effective work processes within the team, delegates responsibilities and tasks to subordinate staff, prioritizes work efficiently, and delivers on commitments

• Act as Mentor, motivate team and actively participate in team dynamics

• Major Incident Management, Problem resolution and escalations

• Ensures compliance with SLAs and OLAs

• Proactively monitoring overall work-stream/incident progress/status at regular intervals

• Establish a strong working relationship with customers and other CSG competency-based functions (Professional Services, Research and Development, etc.)

• Technically lead team in solution of critical or complex issues.

• Occassional travel to customer sites required

• Manage, develop, monitor and prioritize team schedules

• Manage special events (Seasonal events, Vacations, Sickness, etc) and work loads

• Improve operational processes and practices

• Proactively monitor and deliver on team KPIs

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

• Lives and demonstrates CSG Values.

• Peer review on analysis and communication

• Drives knowledge sharing and internal team upskilling to support service improvement initiatives
• Demonstration of CSG Values.

Additional Responsibilities same as TSA Sr and may also include

• Monitor team work load and ensure 100% productivity and utilization in the team

• Reporting on KPIs and team progress

• Identify skill gaps in the team and define enablement path for each of the members

• Assist the service management layer as and when requested

• 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 working in conjunction with platform engineering

Key Outputs & Accountabilities

• Acts as Mentor to provide leadership and guidance to team

• Ensure all support procedures are followed by team

• Contribute to support policies and procedures

• Contribute and manage escalation procedures

• Provide regular reports to the Regional Manager/Director

• Report status to customers and respond as first level escalation

• Works towards agreed objectives to adhere to internal and external stakeholder requirements

• Report on team statistics and KPIs to senior staff

• Ensures that the team works according to best practices and maintains relevance of procedures with industry standards

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

• Assist the Service Management Organization with tracking and maintaining support and maintenance margins

Desired Skills & Experience

• Driven, a go getter with a can do attitude who leads by example

• Able to quickly grasp new ideas and concepts and convey to others

• Able to drive issues to resolution with no supervision

• Able to work under pressure

• Principles of SDLC and PMLC

• Advanced knowledge of Telecommunication environment and customer services procedures

• Works well within a team environment

• Able to communicate effectively to convey and clarify information

• Excellent written and verbal communication skills in English

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

• Solid understanding of client requirements and product implementation

• Experience in Incident/Problem/Change/Knowledge Management

• Experience in Telecommunication industry is preferred

• Advanced knowledge of Microsoft Office

• Deep understanding of complex software system architecture and operations

• 7-9 years of work experience in software industry or related fields

• 2-3 years of work experience in a leadership role managing a team of 2 or more people

• Degree or Diploma in Information Technology; Computer Science, Engineering

• ITIL accreditation preferred

• Customer facing skills to perform on-site support for customers who have purchased the services

• Subject matter expert in an area of operational support, billing system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS, Windows Server, etc

• Always seeks creative solutions for complex internal and external challenges on product and service dlivery

• AWS and knowledge of cloud technologies will be an advantage

• Knowledge of BI and data warehousing

• Qualified as a TSA Sr

• Drives innovation and has a finger on the pulse of the industry

• Champions Service Improvement and works towards ensuring the customers experience exceeds expectations

Technical Requirements (for all product families excluding Route)

• Unix skills - Red Hat Certification will be an advantage

• - Create & modify shell scripts

• - Basic system administration

• - Monitor performance using standard utilities

• - Setup and build a Unix environment

• - View, analyse and understand system logs

• - Advanced/expert 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: 2]

• 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 position)

• 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: 2]

• Miscrosoft Windows [ Proficiency Level: 5]

• Microsoft Excel [ Proficiency Level: 5]

• SQL Server BI Platform [ Proficiency Level: 2]

• MS .NET framework, VB .NET, VB6, Visual Studio 2010 and above [ Proficiency Level:3]

• Advanced knowledge of Oracle Database [ Proficiency Level: 3]

• Basic system optimization and performance tuning knowledge [ 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: 3]

• Jira [ Proficiency Level: 2]

• Knowledge management tools [ Proficiency Level: 4]

• Infragistics [ Proficiency Level: 1]

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Keyskills :
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