L2 Support Lead

Job Description

Hi All, We have an exciting opportunity with Pelatro Limited. ROLE TITLE: Support Lead - L2 YEARS OF EXPERIENCE: At least 6 years to 9+ years of relevant experience. LOCATION: Bangalore, Karnataka. OBJECTIVES of ROLE • Prime responsibility of leading L1/L2 support team • Accountability on direct customer experience. RESPONSIBILITIES /TASKS: • Responsible for leading the L1/L2 support role for a critical application. • Managing a team of support engineers to meet the SLA. • Constant engagement with customers as the first level of escalation. • Deployment of new releases of product/CRs as part of implementation support. • Diagnose and close customer-raised tickets and internally identified issues within SLA. • Take accountability for direct customer experience by engaging with various customer teams and external vendors. • Constant interaction with L3 and engineering support for reporting and fixing issues. • Periodic reports to senior management about ticket progress and RCA and continual improvements. • Able to manage customers in different time zones and regions. SKILLS: • Very knowledge on Unix and Shell scripting • 7–10 years of experience with telecom BSS/OSS solutions on L2/L3 or implementation in lead roles. • Good understanding of RDBMS concepts. • Preferred knowledge on Hadoop/HBase/PostGreSQL • Extensive experience of systems development, including involvement in all major stages of software development projects. • Good knowledge and appreciation of systems development lifecycles and methodologies. • Well-established communication, presentation, motivational and interpersonal skills associated with person-management abilities. • Thorough understanding, appreciation and analysis of the issues underlying systems development. • Experience of the technical aspects of the relevant technologies, software and hardware to be employed. • Experience in managing a team of size 5-10 members. • The candidate needs to have exposure to microservices-based architecture If interested, please reach out to Veena.J@pelatro.com Regards, Veena J Show more Show less