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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Rs 3.0 - 6 Lakh/Yr |
| Industry | Telecom / ISP |
| Functional Area | General / Operations Management |
| EmploymentType | Full-time |
Work as a SME/consultant in the team supporting the PEGA applications and integrationlayerMust have experience in application support/maintenanceResolve all queries and issues escalated by first line or Customer Support Tam within SLA timeframes to ensure minimum customer impact.Operate as part of the on-callrotation for second line support.Act as representative as required for planned changes to the Pega systems.Act as primary owner for one or more key Pega systems, Software and system maintenance / health checks are appropriate and scheduled accordingly.For key systems, ensure that appropriate documentation and training materials are available and roll out cross skilling of this dataas appropriate to both first and second line teamsAdhere to testing, security, incident and change management proceduresOperate with the incident managers to ensure speedy resolution of issues and providerequired detail for accuracy of reporting.Work with the problem manager to determine root cause analysis and preventive measures to ensure no repeat of incidents and implement saidmeasures.Attend team meeting and Operations communication sessions as required.Ensuring all incidents and issues for keysystems are added to knowledge baseAbility to work in diverse and multicultural teams and develop a detailed understanding of application operations.Liaising with support groups and other departments on planned maintenanceactivities, technical issues and major incidents.Responsible for working with 1 st /2 nd level support teams and 3 rd parties to resolve operational issues.Solid analytical & troubleshooting capabilitiesPassionate to contribute to customer satisfaction combined with an attitude to continuously improve the service delivery qualityFlexible with the ability to maintain effectiveness ina changing environment and new technologiesGood communication (written and spoken). Proactive & self-driven.Good presentation and documentation Skills.Experience in European workEnvironment is an added advantageUnderstanding of Enterprise CRM ApplicationsSolid experiencein PEGAPega Marketing,Pega Administration Console (AES),Pega SOAP IntegrationHands on experience in Weblogic administrationHands on experience in ApacheHands on experience in Unixand SQLTroubleshooting experience in weblogic & UnixUnderstanding of Incident and problem management processUnderstand, write or maintain complex UNIX Shell scriptsEligible for teamwork in an international team with clear communication skillsExcellent ITIL, SOX and KPI knowledgeExperienced in application operations and telecommunicationsTo come up with ideas for a later optimal operationResult oriented way of working and problem tracking skillsProject experience and know how:Conceptual infrastructure /architecture planning knowledgeAccess ManagementReleasestrategy and release management, *Primary Skills (not more than 2): PEGA (Marketing, Administration Console (AES), SOAP Integration)Alternate Skills (if applicable): Linux, Shell Scripting,SQL, Weblogic and Apache
Keyskills :
onitoring toolsaccess managementchange managementknowledge baseservice deliverycustomer supportshell scriptingsupport groupsproject management