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Technical & Business Operations Analyst-Pune

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First level technical support in UNIX & Cloud (AWS, Azure) area & related issues to Amdocs internal users. Must have 2 to 3 years of technical experience as a Unix/Linux Administrator. Handling of Server Decommission process, Troubleshooting of Unix Kernel & installed application, Installation of third party applications and Linux Security mitigation. Ensuring ticket management, resolution, and escalation within agreed SLA. Communication, documentation, and validation of system artifacts. Working on software system operations and processing fallouts. Ability to secure Unix server access methods and tools, perform patching, and work on Cloud platforms. Rotational shift work and use of CRM application for case management.

Job description 

In one sentence

First level technical (24x7 shifts) support in UNIX & Cloud (AWS, Azure) area & related issues to Amdocs internal users through phone or by other communications means. Handling of Server Decommission process, Troubleshooting of Unix Kernal & installed application, Installation of third part applications and Linux Security mitigation (OS & Third-party patching).

What will your job look like?

  •    Education & Experience CertBachelor's degree or equivalent. Preference for computer sciences or technical degree.
  • Must have 2 to 3 years of technical experience as a Unix/Linux Administrator.
  • Working Knowledge of scripting languages: Python, Ansible, Shell, Perl etc.
  • Good Knowledge of various flavors of Unix like RHEL (Preferably), HP Unix, Sun Solaris, IBM AIX – System working, commands and troubleshooting and good command on either one of the Unix flavors
  • Worked on customer troubleshooting cases management.
  • You will perform ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution.   
  • •    You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues.          
  • •    You will apply your skills to effectively use the existing knowledge base and documentation for quick-win and first-level resolution.
  • •    You will perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs. 
  • •    You will ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress, and handling customers with a professional attitude.          
  • •    You will update checklists for quality assurance and progress tracking, following standard operating procedures.
  • •    You will ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs.
  • •    You will ensure crystal clear communication and documentation as a point of contact.
  • •    You will perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). You will report and properly document any errors that are detected.        
  • •    You will perform basic software system operations, using the online screen, running maps and jobs, basic configuration/installation, and taking backups.
  • •    You will work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities. 
    All you need is...
  • Should have ability to secure Unix server access methods and tools, Unix system backup and Restore tools, User creation, deletion or modification on Unix systems, File system space Management, Mounting/Unmounting tasks, Software installations on UNIX systems.
  • Handling of IT-Threat Project on OS/Kernel security & Application/Third party patching on Linux environment. Use case experience of patch automation tools.
  • Cloud Platform basic knowledge, support & certification (AWS, Azure or GCP) will be an added advantage.
  • Work in rotational shifts to provide 24x7 support to Amdocs internal customers    
  • Should use the internal CRM application to log new cases & update progress on existing cases in a timely manner
  • Follow all procedures laid out for the Amdocs Service Desk on a day-to-day basis.
  • Troubleshooting of customer server connectivity problems
  • Ability to work in a team
  • Cross-Cultural awareness
  • Demonstrate Written communication skills
  • Demonstrate Oral Communication Skills
  • Multi-tasking management & prioritization
  • knowledge sharing
  • Service Orientation
  • Self-Management (Time, Tasks, Follow up & Updates)
Set alert for similar jobsTechnical & Business Operations Analyst-Pune role in Pune, India
Amdocs Logo

Company

Amdocs

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 Years

Category

Business Consulting and Services

Locations

Pune, Maharashtra, India

Qualification

Bachelor or Master

Applicants

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