Associate Architect

Job Description

• Provides 2nd and 3rd (where applicable) level technical support of CSG products to postproduction customers by resolving technical issues with customers and meeting SLA requirements.
• Responsible for customer ticket management, customer escalations and customer reporting.
• May address solution/enhancement requirement and implement additional customer services, solution to generate additional revenue.
• Position Details:
• Primary Responsibilities
• Fully understands the CSG product and is able to use this knowledge to direct trouble shooting, drive business discussions, identify change and expedite solutions.
• Serves as a subject matter expert to both internal team and external customers
• Acts as a technical point of escalation for the team
• Assists the service management layer with complex technical discussions
• Interacts with customers to facilitate change, including gathering information required by CSG to drive enhancements or changes.
• Provides Level 2 and 3 (where applicable) 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 at all times
• Supports customers per the details contained in the customer managed services/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 procedure
• Accountable for release promotions (including core upgrades) from development through to UAT, where applicable
• Performs Application Health Check / Housekeeping (where applicable)
• Works on performance issues
• Works on system performance tuning
• Develops and maintains documentation and standards
• Involves in new technology deployment
• Works in different business times and may be on-call 24hs / 7 days
• Shift work, stand by support and working on weeknights/weekends/public holidays is required
• Ad-hoc occasional travel to customer sites
• Peer review on analysis and communications
• Demonstrates CSG values
• Additional Responsibilities for those with Development role
• Complex bug fixes for those who have development responsibility
• Creates customer specific utilities/ Service Pack Installer for those who have development responsibility
• Creates version specific Service Pack Releases for those who have development responsibility
• Additional Responsibility for those with Consultancy role
• 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 maintains 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
• Provide System Administration training on CSG product(s) to customers.
• Key Outputs & Accountabilities
• Excellent analytical and troubleshooting skills
• Able to prioritise work rapidly and effectively
• Able to work independently , i nitiative and ability to demonstrate a pro-active approach to tasks
• Actively mentors and challenges other team members
• Subject matter expert in at least two CSG major solutions
• Plays an important role in process automation/improvement/approval
• Knows when to guide leadership team
• Desired Skills & Experience
• Driven, customer obsessed with a can-do attitude
• Able to quickly grasp new ideas and concepts
• Able to drive issues to resolution based on customer business impact
• Able to work under pressure and to deadlines
• Basic knowledge of Telecommunication environment and customer services procedures
• Works well within a team environment
• Basic leadership skills to influence and gain cooperation of others
• Able to communicate effectively to convey and clarify information
• Good written and verbal communication skills
• Able to communicate in English (Advanced) and one additional language is preferred
• Good understanding of client requirements and product implementation
• Experience in Incident Management
• Experience in Telecommunication industry is preferred
• Good knowledge of Microsoft Office
• Good understanding of complex software system architecture and operation
• 7-10 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 skill to perform on-site support for customer 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
• Page Break
• Technical Requirements
• PL/SQL [ Proficiency Level: 4]
• Knowledge of SQL Server based reporting [ Proficiency Level: 3]
• Microsoft Windows [ Proficiency Level: 5]
• Microsoft Excel [ Proficiency Level: 5]
• SQL Server BI Platform [ Proficiency Level: 3]
• MS .NET framework, VB .NET, VB6, Visual Studio 2010 and above [ Proficiency Level: 3]
• Intermediate knowledge of Oracle Database [ 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: 4]
• Jira [ Proficiency Level: 1]
• Knowledge management tools [ Proficiency Level: 3]
• Infragistics [ Proficiency Level: 1]

Keyskills :
interior designsitedocumentationcustomer relationssupervisionsql servercost modelsredhat linuxhealth checkvisual studiosystem sizingnet framework