Technical Support Analyst 2Route

Job Description

Provides Level 2 Support to customers - resolving technical issues / error messages encountered by customers in a live production environment.Appropriately handling of all customer issues including troubleshooting and providing feedback to the customer.Ensures CSG Support Tool is updated with the latest ticket details at all timesSupports customers per the details contained in the customer maintenance and support contractsMaintain a high level of customer satisfaction through professionalism; timely response and resolution of issuesFollow up on support issues, which include liaising with both the customer as well as Level 3 (PS) and Level 4 (R&D) team.Ensures compliance with SLAs and OLAsDelivers product installations according to internal proceduresEscalates opportunities and/or issues according to established proceduresCreate customer specific Service Pack Installer for those who have development responsibilityWorks in different business times and on-call 24hrs / 7 days.Shift work, Standby support and working on weeknights/weekends/public holidays is requiredAd-hoc occasional travel to customer sites may be expectedDrives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholdersPeer review on analysis and communicationDemonstration of CSG Values.Additional Responsibilities may also includeIn depth triage and analysis of customer defined configurationDaily/Weekly/Monthly/Ad-hoc Reporting on key outputs and status of investigations to internal stakeholders as well as customersChampioning a customer and becoming the SME for said customerCreation, maintenance, validation and publication of Remedy Knowledge Management articlesGathers 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 UATEstablishes and maintain system/database backup and recovery policies and procedures.Performs technical trouble shooting and consults with development teams to resolve issuesConducts Performance testing, tuning and backup recovery of the databaseProvides System Administration training on CSG product(s) to customers.Conducts testing of the product during release cycleKey Outputs & AccountabilitiesAdvanced troubleshooting skillsWorks within defined objectives using internal proceduresAble to work on own with minimum supervisionPerforms work under general direction on routine tasks and detailed instruction on new assignmentsAids less experienced members of the teamSpecialized in one CSG product, in-depth knowledge and experience of more than one CSG productDesired Skills & ExperienceDriven, a go getter with a can-do attitudeAble to quickly grasp new ideas and conceptsAble to drive issues to resolution with minimal to no supervisionAble to work under pressurePrinciples of SDLC and PMLCBasic knowledge of Telecommunication environment and customer services proceduresWorks well within a team environmentAble to communicate effectively to convey and clarify informationSolid written and verbal communication skills in EnglishAble to communicate in English (Advanced) and one additional language is preferredGood understanding of client requirements and product implementationExperience in Ticket and queue managementExperience in Telecommunication industry is preferredGood knowledge of Microsoft OfficeGood knowledge and understanding of 3rd Party Software (Java, Oracle, Tuxedo )Good understanding of complex software system architecture and operation3-5 years of work experience in software industry or related fieldsDegree or Diploma in Information Technology; Computer Science, EngineeringITIL accreditation will be an advantage.Knowledge in a development language will be an advantageAWS and knowledge of cloud technologies will be an advantageUnderstand principles of BI and data warehousingTechnical 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- Intermediate 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,PythonPerlTechnical Requirements (specifically for SV position)C/C [Proficiency Level: 2]HAC/RAC [Proficiency Level: 1]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)Admin - UNIX (Solaris) environment skillsAdmin - Linux Red-hat, CentOS, Oracle Linux EnvironmentsOracle Database - SQLOracle Database Administration and maintenanceNetwork Routing, Ports, Protocol (RADIUS, ICMP)Scripting (Perl, Bash)MySQL Database SQLTelecommunication - Rating and Charging (PCEF and PCRF) preferableOther 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: 1]Microsoft Windows [ Proficiency Level: 3]Microsoft Excel [ Proficiency Level: 3]SQL Server BI Platform [ Proficiency Level: 2]MS .NET framework, VB .NET, VB6, Visual Studio 2010 and above [ Proficiency Level: 2]Intermediate knowledge of Oracle Database [ Proficiency Level: 2]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: 1]Knowledge management tools [ Proficiency Level: 2]Infragistics [ Proficiency Level: 1],

Keyskills :
visualstudio systemsizing oracledatabase liveproduction computerscience softwareindustry performancetesting processimprovement systemarchitecture resourceallocation etframework