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26 Feb 2015

Full-Time Job for Senior Lead – Technical Support

Virtusa (Pvt.) Ltd – Posted by Anushka - Advertising manager Anywhere

Job Description

Senior Lead – Technical Support

Role Purpose and Scope

To provide 2nd level technical and application support on a real-time ICP (Integrated Charging Platform) production environment. There will be frequent liaison with internal support groups including Level 1 support, 3rd party vendors and associated partners and Level 3 (product specialists and developers). This role requires excellent communication skills as the customer needs to be informed of progress regularly when a critical issue arises. Excellent technical skills and a desire to provide exceptional service through your troubleshooting and problem solving skills are required.

Primary Responsibilities

  • Must be available to work European Shifts 09h00 to 17h00 (UTC +1)
  • Provides Level 2 Support to customers on a real-time system in a production environment.
  • Responsible for triaging, diagnosis and isolation of the reported incident
  • Ensure compliance within stringent SLAs to recover and restore a real time production environment
  • Provide a temporary resolution and work with other support levels to deploy a permanent solution to avoid the problem reoccurring
  • Responsible for incident management, customer escalations and customer reporting.
  • Ensure CSGs Ticketing Tool (Remedy) is updated with the latest ticket details at all times. This includes following up on progress with all internal support teams, 3rd party vendors and associated partners
  • Ensure compliance with the Customer Support Contracts
  • Deploy product and application solutions in accordance with Change Management principles
  • Must be available for 24/7 on-call rota (this could be weekends, public holidays etc.)

Key Outputs and Accountabilities

  • Accountable for SLA Recovery and Restorations times
  • Mandatory to work within prescribed SLAs as per Customer Support Contracts
  • Advanced troubleshooting skills
  • Good understanding of all CSG processes and tools
  • Performs work under general direction on routine tasks and detailed instruction on new assignments

Skills and Experience

       Bachelor’s degree in Computer Science or similar.

        Technical skills – you have a good to excellent understanding of the following areas:

  • Support with UNIX (Solaris) environment skills
  • Support with Linux – Red-hat, CentOS, Oracle Linux Environments
  • Scripting ( Perl, Bash)
  • Oracle and MySQL Database (includes installation, configuration, SQL, PL/SQL, DBA)
  • Telecommunication – Rating and Charging ( PCEF and PCRF) – preferable
  • Network Routing, Ports, Protocol (RADIUS, ICMP)
  • Other programming knowledge (C, C++, Java, abstract data-layers)

Essential attributes:

  • Fluent in English
  • Strong troubleshooting and diagnostic skills is absolutely essential for this role
  • Excellent communication skills, and focused on results and customer satisfaction
  • Being a strong team player with a can-do attitude that always puts quality first
  • Good time management skills
  • Ability to work independently
  • Continual focus on improvement of CSG practices
  • Ability to participate in peer technical reviews
  • Driven to keep up-to-date with tools, techniques and best practises

How to Apply

Send Your CVs to : VacanciesSriLanka@virtusa.com

Job Categories: Technician. Job Types: Full-Time.

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