Primary Responsibilities

·       Incident / Problem management ensuring all customer SLA’s and departmental KPI’s are achieved through the timely resolution and effective communication

·       Communicating effectively with customer resources throughout the management structure to ensure a positive customerexperience

·       Detailed problem reproduction on support testlabs

·       Working with the team to ensure daily case allocation ismanaged

·       Highlighting areas of risk as soon as they areapparent

·       Input to problem management highlighting situations which may require further ongoing investigation or may be relating to multipleincidents

·       Development and management of knowledgebase

·       Troubleshoot and triage 3rd line faults through todevelopment.

·       Any adhoc duties as are reasonably requested by thebusiness.

Skills & Experience

·       Minimum 1-3 years experiencing working within an IT/Telephony Supportrole

·       Must have Experience in SLA adherence, project timeline adherence

·       Must have hands-on experience with software installation/deployment/configuration on Windows/UNIX based production environments

·       Experience in offline installation of UNIX based utilities

·       Must have experience and aptitude to research for issues from 3rd party software

·       Must have experience with documentation of installation steps, wikis and KBs

·       Must quickly adapt and familiarise with a Product's Architecture, DB Design, API design and troubleshooting

·       Experience in troubleshooting network issues, especially on cloud environments

·       Must have Devops experience and familiarity with Docker and its troubleshooting

·       Familiarity with Tableau Server and its troubleshooting

·       Experience with versioning, release management and service management tools

·       Must have exposure to database administration/ SQL scripting.

·       Must have exposure working on AWS environment

·       Speech Enabled IVR Application, Platform Implementation or Contact Center related technologies experience is a Plus.

·       Programming / Scripting experience in PHP, Python, Java, one of the languages is preferable

·       Basic knowledge of working with Datadog or other monitoring platforms.

·       Ability to think analytically, define problems and frame solutions

·       Ability to interact with customers to interpret requirements

·       Must be able to independently front-face meetings/discussions with customers

Technical Skills

·       Docker Swarm

·       Terraform/Ansible

·       AWS and Linux hands-on

·       Messaging services - Kafka , zookeeper

·       Orecx or similar

·       Application server - Architecture knowledge

·       Databases - Oracle/mysql/postgres + any non-sql – mongo

·       Tableau Server

Qualifications

·       Any graduation with technical background