Senior Application Support Engineer

Experience

3+ years of experience in professional services and customer services in a Telecom environment.

Skill Set

• Should have expertise in UNIX, SQL or Oracle.
• Should be able to write Shell Scripts and SQL queries.
• Responsible for performing detailed root cause analysis for issues to identify L1 related issues
• Work closely with clients business team to assess risks and prepare mitigation plan
• Should be able to drive weekly reviews and governance calls with the customer
• Good knowledge of L1/L2 operations and should understand SLA driven processes
• Working knowledge of Ticketing Tool and Knowledge Management.
• Knowledge on Subex tools an added advantage.
• ITIL Certification an added advantage.
• Knowledge of Telecom Domain.
• Excellent Communication, People Management & Good troubleshooting and problem analysis skills Development experience/Testing experience / Customer management skills
• Strong Interpersonal skills, Self-initiated & go-getter attitude, Commitment & ability to deliver results within tight timescales.

Responsibility & Key Result Areas-

• Resolve problems reported by customers by analysing, simulating and fixing them.
• Track reported problems through the Problem tracking system and generate the necessary reports, root cause analysis, etc• Interface with customers to resolve customer reported problems/bugs, etc remotely and when required, at the customer site.• Take handover and carry out effective transition of projects from implementation to support.• Proactively work to take over new products into support and facilitate rapid engagement of support business.• Involve in the support framework development to enhance the support function and utilization of available resources to enhance the value customers get from our products and solutions.• Work closely with the development team to bring the product bugs and change requests into product enrichment propositions.• Proactively look for opportunities to help customer utilize the features of the products.• Carrying out trainings for customers both internal and external Available to support customers on a 24*7*365 basis when the situation demand