Required Qualifications:

OBJECTIVES of ROLE:

Responsible for monitoring and supporting the product at customer environment in 24*7 basis working in shifts.
Managing the tickets from customer adhering to SLA.

RESPONSIBILITIES/TASKS:

Monitoring the alarms/alerts generated from various customers.
Monitoring the logs of jobs and job status.
Preliminary investigation of alerts based on a standard defined procedure.
Acknowledgement of tickets to customers on support management tool.
Working in 9 hour shifts (including night shift) to support customers in different regions. Shift may change on periodic basis.
Working with Pelatro L2 and L3 support teams with necessary logs and preliminary analysis.
Engagement with customer operations support team.
8. Development/Modification of shell scripts to enhance the product monitoring abilities.

SKILLS

Good knowledge on Unix and Shell scripting
1- 10 Years experience with Telecom BSS/OSS solution on operations support.
Understanding of RDBMS concepts.
Understanding of SDLC and Agile development models
Well established communication and inter-personal 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.
Potential to upskill to L2/L3 teams with more advanced product/domain/Unix knowledge.

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Support Engineer