Application L2 Support(Amdocs OMS & CRM)_Pune

Core competencies, knowledge and experience:

• Amdocs Enabler OMS, PL/SQL, Unix, Scripting

• Hands on Unix / Windows experience and familiarity with SQL, Relational Databases and Web Servers.

• Service Management Experience in IT Telco Operations environment
• Incident & Service Request Handling
• Execution of Recurrent Tasks and Support Monitoring, scheduling jobs and operations.
• Coordination with Different teams
• Working for international customers in cross-cultural teams is substantial in infrastructure & application services in 24*7 environment.
• Solution delivery within SLA
• Compliancy to internal and external guidelines, processes and policies Team performance/productivity KPIs
• Well-versed in ITIL standards for delivery of services
• Resolve all queries and issues escalated by the Business within SLA timeframes to ensure minimum customer impact.
• Provide 24X7 support as part of operations.
• Ensuring all revenue streams are running correctly and any missing data is reprocessed in a timely manner to minimize any negative effects on NPS scores
• Provide support for all tasks carried out by the First line team.
• Adhere to incident management procedures.
• First point of contact for the business teams.
• Carry out BAU tasks across all applications
• Operate with the Major Incident Managers to ensure speedy resolution of incidents/problems and provide required detail for accuracy of reporting and post incident review
• Attend team meeting and Operations communication sessions as required.
• Work with Capacity & Performance manager to ensure that current application infrastructure is sufficient to meet company demands.
• Should able to put appropriate monitoring and alerting capabilities in place for proactive systems management.
• Liaise with Infrastructure vendor representatives as necessary to maintain systems and proactive preventative maintenance such as system reboots
• Health checks to ensure the systems are running at optimum levels
• Reporting on system issues
• Support Service Improvement Plan plans
• Assistance in improving NPS scores across the business

Good To Have:

• Amdocs Enabler Turbo Charging Knowledge.
• Knowledge on OMS, Rating, Billing, etc. BSS applications areas, COTS package Amdocs Enablers, Turbo Charging and OMS, Unix and PL/SQL.
• Working knowledge of Amdocs Process Manager/ Script Manger/ Notification Manger/Billing Manger/Interaction Manager
• Good Knowledge of WebLogic integration
• Working knowledge of deployment
• Strong knowledge of Order Management and Order orchestration in a highly concurrent, distributed environment.
• Strong core Java background -- language, runtime
• Experience in implementing Web Service integration solutions (e.g. REST, SOAP)
• Single point of contact (SPOC) for both the offshore as well as onsite team
• Responsible for scalability, stability and uptime of the platform in a highly concurrent, distributed environment.