We Are Hiring
Requirements
Techno/Functional Expert in Headless eCommerce, Telecom domain background, with minimum of 2-3 years related experience & with production system support experience.
Must-Have
Techno/Functional Expert in Headless eCommerce, Telecom domain background, with minimum of 2-3 years related experience
   Basic SQL/PLSQL, Unix Knowledge, XML/Log Parsing
Good-to-Have
Java, Infozec TMS – Mobile Applications support & Portal applications support. Knowledge of Tower asset management.
Responsibility of / Expectations from the Role
- Monitor Tawal systems services & applications
- Investigating and analyzing technical problems via mailing systems and solving complaints via ticketing system.
- Diagnosing technical errors in eCommerce/Portal application and identifying appropriate resolution actions for such errors or raising the issue to next support level with needed logs and investigation.
- Monitoring and responding to incident tickets, problem tickets, business/sales service requests/enquiries
- Interacting with system related technical operation teams to report systems issues.
- Repeated issues root cause analysis and changes deployment.
Required Technical Skill Set
Telecom, OSS/BSS, ITIL
Desired Experience Range
2 – 4 years
Must-Have
Prior experience in Tower Management project especially in Telecom.
Knowledge on application outages, SLA, KPI, TAT etc.
Excellent communication skills
Excellent customer interaction skills
Excellent Telecom domain knowledge
Ready to work in shift as well as in Weekend/Holidays in 24*7 project.
Good-to-Have
Service management knowledge as per ITIL framework
ITIL/Telecom foundation certified in TCS Domain Academy
IELTS score with 6.5 and above or equivalent English competency exam
Infozec TMS – Mobile Applications support & Portal applications support
Responsibility of / Expectations from the Role
- Managing the issues report to Service Desk effectively end to end in alignment with the ITSM processes interfacing with L2 team internally and with L3 vendor team till closure of the same
- Resolve requests on standard processes and necessary guidance
- Planned and unplanned system downtimes and statuses on resolution and their impact
- Application login issues for single user and Application Password related issues.
- Basic process validations related clarifications
- Ensuring smooth operations of an telecom operator
- Review the incident raised and accordingly categorize and prioritize for resolution
- Provide L2 support for incidents raised by users through phone, mail and remote desktop support tools
- In-case of any anticipated volume of activities to be more on a period, additional activities to be taken on additional changes
- Provide support to the applications during the agreed support windows
- Health checks for applications in scope
- SLA, TAT, KPI management
- Operational dashboard and monitoring reports; Support for Application maintenance and patches
- Incident tickets analysis & reduction methodologies
- Process documentation like Knowledge management
- Operational improvements (performance tuning, repeat issue resolution, functionality gaps)