Technical & Business Operations Analyst

• Monitoring of global internal IT infrastructure and applications in 24/7 working mode through multiple monitoring systems.
• Provide first level support to Amdocs internal users on Linux and cloud (AWS, Azure) related issues and requests though Phone, chat and emails.
• Perform Monitoring alerts and customer tickets analysis, service interruption analysis, triaging of issues, troubleshoot and follow-up with relevant teams for quick resolution of the reported incidents.
• Run methods and procedures to provide resolution to known/recurring issues.
• Effectively use the existing knowledge base and documentation for quick-win and first-level resolution. Also, contribute to enhancing the existing knowledgebase.
• Ensure that all required ticket information is available for further analysis (for example, screenshot of error and troubleshooting steps performed).
• Perform queue management for assigning tickets to other teams and follow up for timely resolution while keeping track of SLAs.
• Ensure timely resolution or escalation within the agreed SLA. Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.
• Follow standard operating procedure and update checklists for quality assurance and progress tracking.
• Ensure seamless handover between shifts.
• Perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, event records, screens, and so on). Report and properly document errors that are detected.

• Bachelors degree or equivalent experience ranging from 5 to 9 years. Preference for computer sciences or technical degree.
• Expertise in NOC/application monitoring environment.
• Expertise on the Monitoring tools like Microfocus OBM, Schneider EBO, Appdynamics, HP SolarWinds, and ITSM tools like Service Now,
• Knowledge of ITIL and relevant business processes.
• Knowledge of common IT troubleshooting tools, diagnostic tools, and resolution methods.
• Excellent verbal and written communication skills.
• Certification or relevant technical Expertise in Linux system administration, VMware virtualization or Cloud support.
• Good understanding of Networking and Windows servers concepts and relevant experience.
• Expertise in backup tools like Commvault and knowledge of general backup tasks.
• Technical Knowledge in Scripting languages, experience in automating jobs is an added advantage.
• Expertise in using general MS Office and end-user applications.

You will get to show off your fine-tuned skills for resolving issues and helping the end-user.
You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development. You will have the opportunity to work in a multinational environment for the global market leader in its field.