Job
Description
Tech Support Department: Avhan platforms create new paradigms in technology delivery and platform integration in the Digital “Connected” business world. Tech Support department plays a critical role in effective cloud services delivery and Customer Account Management. Key functions of this department are : · Manages all Jodo product Support issues with internal Product and QA teams · Manages Jodo Cloud Deployment activities with Cloud vendors (for Jodo Public cloud) as well as with Cloud vendors or clients (for Private Cloud) and with internal Product and QA teams All activities are primarily performed remotely, with very rare client-site level support. For operations in US and other geographies, deployment and P1 and P2 issues are managed from India. There is a plan to outsource other support issues to local support partners, to facilitate effective management of local languages, culture and time zones. In Future, we will also start outsourcing the Infra setup and P1 / P2 management to outsourced partners after all support processes are documented and training content has been standardised. Avhan Support Function is required to develop, publish and administer (train) best practices in implementation, change management / upgradation as well as trouble shoot for partners as well as for customers. Specifics - 1. Remote support is delivered via – “Avhan Support Exchange”( internal Avhan platform), and in case of client managed Private cloud deliveries - other remote access technologies are used. 2. Jodo Public & Private Cloud Services are delivered either as colocation engagement with Cloud Data Center providers or with Cloud providers like AWS, Google etc.. 3. For internal activities and team management, Avhan uses Redmine Project Management tool is used. (similar to JIRA) Responsibilities: Maintain Platform and infra uptime (including Cloud and network) and SLA for Jodo Cloud installations in India and other geographies Provide Tech Support to clients within SLA Manage Product upgradations including patch updates, CR delivery Communications and coordination with Client as well as vendor teams Specific responsibilities - 1. Manage Customer Support activities - Monitor and maintain SLA for Product support to customers for Help Desk Tickets as per internal and client SLA agreements 2. Monitor Cloud infra (& proactively track) – - error & exceptions logs - backup schedules of database, recordings, other data - system and team check points - daily infrastructure usage – identify underutilization of infra elements and consolidate it to reduce infra billing - infra utilization patterns and fine tune auto scaling parameters to minimize cost and improve product performance - routine & repetitive tasks - attempt automation, monitoring of identified points - Monitor product instances, servers for performance and bottlenecks 3. Jodo Platform Management – - Schedule and perform patch updates of Jodo Product, Database, operating system, and third-party components as per pre-defined checklist - Plan and execute / manage implementation of Jodo products within defined timelines - automate process of patch updates - Prepare hourly / daily checklist, automate and monitor execution of checklist 4. Effective communication and co-ordination – - Pro-active up-dating of clients to ensure smooth operations and high customer satisfaction. - Pro-active communication and effective discussion with internal colleagues given Team & Company objectives - Pro-actively co-ordinate with the development, QA teams and have an effective release process. (Cloud / SaaS / Services) 5. Product Training – - Train customer technical teams for management of Avhan Systems at time of implementation and up-gradation. - Ensure effective client user training post implementation - Update and Deliver technical training for existing and new customers - Develop product FAQ for setup, operation and troubleshooting - Develop Product training videos for self learning, troubleshooting - Analyse follow-up \ repetitive queries or issues, etc. and attempt to reduce them working with various internal and external parties. 6. Team Management – - Manage support & implementation team - Roster to ensure availability of support team all the time -Training of team - Hiring & Employee retention Additional Job details: · Avhan supports clients business operations across different global locations and you will be required to be available to your team members at different hours in a day. You will have to schedule your work and availability as per the work tasks. · In case of an emergency, you are expected to extend working hour Educational Qualifications and General work Experience 1. Educational – · B.E. / B.TECH / M. TECH. / M.E. / MCA / M.Sc. from Computer science / Electronics stream · Project Management certifications preferred 2. Skills – - Excellent Communication skills - written and spoken – English - High process orientation with proven skills in process creation, documentation and process delivery management - Leadership and team management skills - Excellent Customer Management Skills - Project Management - Time Management 4. Experience – - Essential – - At least 3-5 years of experience as individual contributor in technology implementation and management for Cloud Software Products in Enterprise, Contact Centers / SaaS / PaaS / IaaS organization. - At least 1 to 2 years of managerial / supervisory experience - Best practices for software incident support, SLA matrix setup. Essential Technical Skills & Experience: Experience in – - Managing Linux based Virtual Machines, Tomcat Web server deployment and best practices. - MySQL / MariaDB – Execute queries, performance monitoring, Backup / Restore Technical awareness of – - Firewalls, Proxies / Reverse Proxies, Load Balancer - Following protocols: SIP, HTTP / HTTPS, SMTP, POP3, IMAP, Strong understanding of networking technologies including TCP/IP, IPV6, DHCP, VLAN, QoS, VoIP, various WAN technologies (Leased Line, MPLS, VPN etc.) - Knowledge of Information Security and Network technologies for Cloud based solution delivery and management - Awareness of Asterisk / FreeSWITCH, Kamailio SIP Proxy Desirable Skills: - Self-motivated, hard-working individuals with proven exceptional technical and achievements are sought. - Relevant exposure to either of following client industry verticals: BFSI, Travel, Insurance, BPO - Experience in Implementation, management & maintenance of VoIP solutions. - Using SIP / VoIP monitoring tools and exposure to Cloud unified communications and cloud Contact Center platforms - Knowledge of the software life-cycle process, release and change management processes and best practices. Job Types: Full-time, Permanent Pay: ₹600,000.00 - ₹800,000.00 per year Benefits: Health insurance Provident Fund Schedule: Monday to Friday Rotational shift Weekend availability Supplemental Pay: Yearly bonus Ability to commute/relocate: Dadar, Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required) Application Question(s): How do you handle challenges or conflicts in the workplace? How many years of Managing cloud infrastructure (AWS, GCP, private clouds) experience do you have? What is your current ctc? What is your current notice period? What is your salary expectations? How many years of in SLA-driven support and incident management experience do you have? Do you have experience in Application Support? If yes How many years of experience do you have? Do you have Strong knowledge of MySQL/MariaDB with Galera Cluster (queries, backups, and performance monitoring), Do you Understand of network technologies (TCP/IP, HTTPS, DNS, VoIP, VPNs, Load Balancer, firewalls), Experience: Application support: 3 years (Required) Managing team: 2 years (Required) Shift availability: Day Shift (Required) Night Shift (Required) Work Location: In person Application Deadline: 30/06/2025 Expected Start Date: 10/06/2025
