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| Job Location | Mumbai City |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Management Consulting / Strategy |
| Functional Area | General / Other Software,Engineering Design / Construction |
| EmploymentType | Full-time |
Lead 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 engineers. You will be leading multiple accounts of customers and will be first point of escalation from Alepo side for your respective accounts. Ensuring customer satisfaction by remaining aligned as per GTAC process/ policy would be the primary purpose of the role.BE/ B.TECH in Computer Science/ Computer Engineering/ Electronics/ Telecommunications from an accredited college or technical institute.Log analysis and Troubleshooting skills Relational Database MySQL or Oracle JAVA/ PERL Scripting on Linux Excellent English communication skills Basic Networking Skills Responsibilities Monitor and ensure that team attends customer issues through telephone/ chat/ email/ GTAC portal. Monitor and ensure that team creates a GTAC portal ticket on behalf of Customers for issues raised by chat or on skype. Monitor and ensure that team assigns complexity, severity and priority to tasks/ tickets appropriately. Clearly explain verbally and in writing, solutions to problems reported Customers on skype or Alepo GTAC portal Act as point of contact for internal as well as external escalation for given accounts. He/ She doesnot have direct team reporting to him/ her but they should be mentoring atleast 2 to 3 Trainee/ Junior GTAC Engineers Take ownership of issues & tasks and ensure proper closure as per the GTAC 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 GTAC process. Identify the root cause of issues reported Add articles/ 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. Travel to 100% of assigned onsite assignments Install/ Deploy patches in coordination with R&D team. Complete production planned activity within approved time window as per PAR guidelines. Conduct drum beat calls of his all accounts regularly as per Alepo Business Relationship Management Process. Create support management reports for his accounts. Successfully complete onsite handholding whenever assigned Configure , install and customize opensource tools.,
Keyskills :
javacustomer relationslinuxautomationbusiness relationship managementroot causeopen sourcelog analysismonitoring toolsnetworking skillsescalation processproduction systemssupport managementcommunication skillscustomer satisfactiontroubles