Sr Customer Service Executive - Customer Interaction Suite

About The Company

• 24*7 NOC support role
  

Key Responsibilities

• Manage cloud applications using common DevOps and Agile practices to successfully keep uptime and delivery.
• Should have good understanding of call flows, architecture and analysis on (SMS, WhatsApp, Plugins, RCS, Chatbots, Email and AI)
  

Knowledge/Experience

• Develop the processes needed to maintain services availability. Tools onboarding/implementation and optimal usage to maintain services, typically involve data collection and extensive monitoring.
• Capture and analyze major metrics, such as availability, mean time between failures and mean time to repair, and develop new metrics and KPIs as necessary. Add these metrics to monitoring dashboards and reporting systems.
• Use detailed monitoring to improve the availability and performance of applications, services, systems and infrastructure. Create new alerts to find anomalies and understand the root cause of system failures.
• Create and deploy automation, alerting, self-healing architectures and other technologies to make the environment more maintainable.
• Monitor, manage and troubleshoot regular processes to improve processes and workflows.
• Create and maintain documentation for processes, automation, infrastructure, resources and services.
• Skills: 2+ years of experience in Linux operating systems and their administration, along with networking protocol.
• Expertise in docker/Kubernetes orchestration.
• Deep understanding and knowledge of monitoring and alerting tools like Nagios, New Relic, CloudWatch, PagerDuty etc.
• Working knowledge of scripting languages such as Python, PHP, Bash etc.
• Experience in public clouds (Preferably AWS).
• Should have knowledge on log analytics techniques and tools.
• Passion to learn and implement new technology.
• Should be flexible to support during the off hours it the need be.
• Expert in at least 2 channels (SMS, WhatsApp, Plugins, RCS, Chatbots, Email and AI). Call flows, Architecture, troubleshooting.
  

Qualifications

• Engineering background-BE, Btech
  

Competencies

• Strong verbal and written communication skills. Ability to clearly communicate project status/risks/issues as well as technical details.
• Highly organised, detail-oriented, focused