• Prime responsibility of leading L1/L2 support team
• Accountability on direct customer experience.

/TASKS

• Responsible for leading the L1/L2 support role for a critical application.
• Managing a team of support engineers to under the SLA.
• Constant engagement with customers as the first level of escalation.
• Deployment of new releases of product/CRs as part of implementation support.
• Diagnose and close customer-raised tickets and internally identified issues within SLA.
• Take accountability of direct customer experience by engaging with various customer teams and external vendors.
• Constant interaction with L3 and Engineering support for reporting and fixing issues.
• Periodic reports to senior management about ticket progress and RCA and continual improvements.
• Able to manage customers in different time zones and regions.

2.            7–10 year experience with Telecom BSS/OSS solution on L2/L3 or Implementation on lead roles.

3.            Good understanding of RDBMS concepts.

4.            Preferred knowledge on Hadoop/HBase/PostGreSQL

5.            Extensive experience of systems development including involvement in all major stages of software development projects.

6.            Good Knowledge and appreciation of systems development lifecycles and methodologies.

7.            Well established communication, presentation, motivational and inter-personal skills associated with person-management abilities.

8.            Thorough understanding, appreciation and analysis of the issues underlying systems development.

9.            Experience of the technical aspects of the relevant technologies, software and hardware, to be employed.

10.        Experience in managing a team of size 5-10 members.

11.        Candidate needs to have exposure to microservices based architecture