Technical Lead -- Customer Support

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.  Come join the excellence!

Overview

Responsibilities

Requirements:

• BE/B Tech in Computer Science, Electronics and Communications, or Electrical Engineering
• 5+ years of relevant customer support experience in the Telecom applications such as Prepaid, Postpaid, NGIN, Voicemail, and Unified Messaging
• Good experience in rendering the highest degree of technical support (Tier 2 and Tier 3)
• Having high technical troubleshooting skills to handle complex issues in real-time
• Telecom signaling protocols: SS7, SIGTRAN, TCAP, INAP, AIN, and SIP
• Operating Systems: Solaris, Linux, and Windows
• Databases: Oracle 11g, 12c, 19c, GoldenGate
• Basic knowledge of SQL queries, UNIX shell scripting, networking concepts, routers and switches
• Extensive knowledge of call processing flows
• Advanced troubleshooting skills for handling postproduction issues like real-time recovery, root cause analysis, issue investigation, and realization with strong customer focus
• System administration, installation, regular maintenance, and patch implementation
• Provide on-site support (international travel), if required
• Provide round the clock customer support
• High incident management, analytical, and problem-solving abilities
• Good verbal and written communication skills
• Quick in learning new problem areas and technologies

Roles and Responsibilities:

• Work on complex problems and carry out exhaustive investigation/analysis along with necessary follow-up activities to identify the root cause and key out effective workarounds to resolve the field issues
• Simulate technical problems in the lab to identify potential patterns of unexpected behavior needed to understand the root cause of the problem
• Prioritize and stimulate requisite escalations and maintain high standards of cross-functional communication to ensure visibility, traction, and ultimate closure
• Carry out system/database administration, proactive maintenance, software and hardware upgrades on timely basis
• Formulate technical action plans for analyzing and resolving end-to-end solutions, devise effective and speedy recovery of processes to meet the service SLAs
• Track and analyze outage patterns, escalate service requests, escalation trends to maintain high level of customer satisfaction, and devise incremental continuous improvement within service delivery terms

Qualifications

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.