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Technical Support Analyst Sr

5.00 to 7.00 Years   Bangalore   21 Jan, 2022
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

20992 Technical Support Analyst Sr (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 all customer issues including troubleshooting and providing feedback to the customer.
  • Ensures CSG Support Tool is updated with the latest ticket details always.
  • Supports customers per the details contained in the customer maintenance and support contracts
  • Maintains a high level of customer satisfaction through professionalism; timely response and resolution of issues
  • Following up on support issues, which include liaising with both the customer as well as 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
  • Performs Basic Application Health Check
  • Works on performance issues
  • Works in different business times and on-call 24hs / 7 days
  • Shift work, Standby support and working on weeknights/weekends/public holidays is required
  • Ad-hoc occasional travel to customer sites
  • Responsible for providing mentorship and technical assistance to other more junior Level 2 support members
  • 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 same as TSA II and may also include
  • Assist direct line manager with recruitment
  • Assist direct line manager with reporting on KPIs and team progress
  • Manage customer relations and expectations at a technical level
  • Complex bug fixes for those who have development responsibility
  • Creates customer specific Service Pack Installer for those who have development responsibility
  • Creates version specific Service Pack Releases for those who have development responsibility
  • 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.
Key Outputs & Accountabilities
  • Excellent analytical and troubleshooting skills
  • Works within defined objectives using internal procedures
  • Able to prioritize work rapidly and effectively
  • Able to work independently
  • Acts as Mentor and provides leadership and guidance to other team members
  • Specialized knowledge and experience of two or more CSG products
Desired Skills & Experience
  • Driven, a go getter with a can-do attitude
  • 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 sensitive 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 operation
  • 5-7 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
  • Customer facing skills to perform on-site support for customers who have purchased the services
  • Subject matter expert in an area of operation support, billing system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS, etc.
  • Seeks alternative solutions for complex internal and external challenges on product and service delivery
  • Knowledge 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- Advanced Unix system administration skillsTechnical Requirements (specifically for WBMS position)Oracle skills:- Knowledge of Oracle SQL command is necessary- PL/SLQKnowledge of SAP BO Reporting would be an advantageOracle Discoverer would be an advantageTechnical Requirements (specifically for TSM position)
  • C/C
  • Python
  • Perl
Technical Requirements (specifically for SV position)
  • C/C [Proficiency Level: 2]
  • 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: 2]
  • Tuxedo [Proficiency Level: 3]
  • XML [Proficiency Level: 1]
  • MySQL Database SQL [Proficiency Level: 2]
  • AWS [Proficiency Level: 2]
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]
  • Microsoft Windows [ Proficiency Level: 4]
  • Microsoft Excel [ Proficiency Level: 4]
  • 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: 2]
  • Basic system optimization and performance tuning knowledge [ Proficiency Level: 3]
  • Windows Server build 2012 [ Proficiency Level: 1]
  • 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 :
technical supportactive directorytroubleshootingcustomer relationsslasap bosql serveroracle sqlcost modelsredhat linuxvisual studiosystem sizing

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