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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Management Consulting / Strategy |
| Functional Area | General / Other Software,Sales / BD |
| EmploymentType | Full-time |
Engineer GTAC | Location: Mumbai Purpose of the role You are the face of Alepo for customers. You help Alepos customers reach their business goals through your knowledge of the Alepo billing solution. You investigate and analyze customer problems and answer Customer queries to ensure that Alepo products and solutions are accomplishing the Customers objectives. You are a technical guide to Alepo GTAC trainee / Junior engineers.BE/ B.TECH in Computer Science/ Computer Engineering/ Electronics/ Telecommunications from an accredited college or technical institute.Product Knowledge/ Log analysis / Troubleshooting skill Relational Database MySQL or Oracle JAVA/ PERL Scripting on Linux Responsibilities Attend customer issues through telephone/ chat/ email/ support portal. Assign severity and priority to tasks/ tickets Clearly explain verbally and in writing, solutions to problems reported Customers on skype or Alepos support portal Create a support portal ticket on behalf of Customers for issues raised by chat or on skype. Take ownership of issues & tasks and ensure proper closure as per the support process. Identify business impact of the issues reported and escalate as per the escalation process whenever needed Configure Alepo products as per business requirement in a local lab, staging and production systems Attend to critical alerts within a shift, create a ticket and resolve as per support process. Identify the root cause of issues reported Add documents to internal Knowledgebase Create Incident report and share it with customers as per the support process. Restore service within defined SLA. Handle critical/ complex and escalated tickets independently Provide appropriate handover of task to shift engineers in the next shift Report issues to R&D on jira with details of logs, thread dump, DB dump along with appropriate analysis. Identify proactively potential issues from alerts which might cause downtime / severe issue / revenue loss. Monitor health status of servers through monitoring tools like ICINGA, CACTI, MRTG, collectd etc. Write scripts to automate process / procedures. Write RCA, MOM, UAT, SOP and Incident report documents to stake holders as per support process. Install/ Deploy patches in coordination with R&D team. Complete production planned activity within approved time window as per PAR guidelines. Participate in drum beat calls Attend at least 30% customer service review meeting passively. Successfully complete onsite handholding whenever assigned Configure , install and customize opensource tools.,
Keyskills :
root causeopen sourcelog analysiscustomer servicemonitoring toolsescalation processproduction systemsperl scriptinguatmomrcasopperlchatjiramrtgrootlinuxmysql