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TBO Analyst - L1 Support, Linux, SQL

2.00 to 3.00 Years   Pune   02 Sep, 2020
Amdocs Development Center India Pvt Ltd
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

  • We are looking for a Support Analyst who is ideally a Redhat Certified/Experienced Engineer having knowledge in MySQL, Shell scripting, with administrative knowledge of Linux/Unix. Also needed is working knowledge of Monitoring and ticketing tools like HP OpenView, Service-Now, Zabbix, Digger, Jira etc.
What will your job look like
  • Need to provide Tier-1 and Tier-2 technical support by working with internal teams and monitor the production environment with the help of monitoring tools like Kibana, HP OpenView Operations, Nagios, Grafana.
  • You will ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs.
  • You will perform ticket analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution.
  • You will ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.
  • You will interact with customer directly during Priority-1 Incidents as you will be the first point of contact for internal and external teams to report any production issue.
  • Being part of Incident Management team, you will need to follow the documented procedures and engage all required resources on the bridge call.
  • You will have maximum access rights to production environment, so it makes your job more difficult and expect zero errors while working on any production server.
All you need is.In Short:
  • Ready to work in 24x7 support environment.
  • Working knowledge of Linux, Oracle, and SQL.
  • Very good verbal & written communication skills.
  • 2-4 years of experience in an application / production support profile.
In Detail:
  • Knowledge of ITIL and incident management processes.
  • Telecom Domain experience preferred.
  • Overall experience of 2 to 3.5 years.
  • Flexibility in availing vacations
  • Ability to multi-task and work under pressure with little or no supervision
  • Proven ability to provide excellent spoken and written communication working with external client accounts and multiple internal teams for daily support and incident management.
  • Complete Knowledge of Linux operating system environment. Working knowledge of monitoring tools like Digger, Nagios, HP OpenView. Excellent troubleshooting skills.
  • Demonstrated experience in documenting complete and clear details related to status of progress towards resolution of system incidents and service requests.
  • Ability to work and learn independently, using departmental procedures, in a fast-paced technical support center environment.
  • Must be a confident and professional action-oriented team player with the demonstrated ability to make a client feel at ease.
Why you will love this job:
  • You will get to show off your fine-tuned skills for resolving issues and helping the end-user.
  • You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development
  • You will have the opportunity to work in multinational environment for the global market leader in its field
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Keyskills :
support centershell scriptingticketing toolsclient accountscustomer supportmonitoring toolsresolving issuestechnical supportproduction supportincident management

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