CSG Hiring for Technical Support Analyst Ii at Bengaluru, Karnataka, India Full Time

Job Description

• Provides Level 2 Support to customers – resolving technical issues / error messages encountered by customers in a live production environment.

• Appropriately handling of all customer issues including troubleshooting and providing feedback to the customer.

• Ensures CSG Support Tool is updated with the latest ticket details at all times

• Supports customers per the details contained in the customer maintenance and support contracts

• Maintain a high level of customer satisfaction through professionalism; timely response and resolution of issues

• Follow up on support issues, which include liaising with both the customer as well as Level 3 (PS) and Level 4 (R&D) team.

• Ensures compliance with SLAs and OLAs

• Delivers product installations according to internal procedures

• Escalates opportunities and/or issues according to established procedures

• Create customer specific Service Pack Installer for those who have development responsibility

• Works in different business times and on-call 24hrs / 7 days.

• Shift work, Standby support and working on weeknights/weekends/public holidays is required

• Ad-hoc occasional travel to customer sites may be expected

• Drives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders

• Peer review on analysis and communication

• Demonstration of CSG Values.

Additional Responsibilities may also include

• In depth triage and analysis of customer defined configuration

• Daily/Weekly/Monthly/Ad-hoc Reporting on key outputs and status of investigations to internal stakeholders as well as customers

• Championing a customer and becoming the SME for said customer

• Creation, maintenance, validation and publication of Remedy Knowledge Management articles

• Gathers information for cost models, creates preliminary technical resource allocation plans, and provides technical input and consultation.

• Consults with customers on application and system sizing, performance requirements, application installation and deployment.

• Performs release promotions (including core upgrades) from development through to UAT

• Establishes and maintain system/database backup and recovery policies and procedures.

• Performs technical trouble shooting and consults with development teams to resolve issues

• Conducts Performance testing, tuning and backup recovery of the database

• Provides System Administration training on CSG product(s) to customers.

• Conducts testing of the product during release cycle

Key Outputs & Accountabilities

• Advanced troubleshooting skills

• Works within defined objectives using internal procedures

• Able to work on own with minimum supervision

• Performs work under general direction on routine tasks and detailed instruction on new assignments

• Aids less experienced members of the team

• Specialized in one CSG product, in-depth knowledge and experience of more than one CSG product

Desired Skills & Experience

• Driven, a go getter with a can-do attitude

• Able to quickly grasp new ideas and concepts

• Able to drive issues to resolution with minimal to no supervision

• Able to work under pressure

• Principles of SDLC and PMLC

• Basic knowledge of Telecommunication environment and customer services procedures

• Works well within a team environment

• Able to communicate effectively to convey and clarify information

• Solid written and verbal communication skills in English

• Able to communicate in English (Advanced) and one additional language is preferred

• Good understanding of client requirements and product implementation

• Experience in Ticket and queue management

• Experience in Telecommunication industry is preferred

• Good knowledge of Microsoft Office

• Good knowledge and understanding of 3rd Party Software (Java, Oracle, Tuxedo…)

• Good understanding of complex software system architecture and operation

• 3-5 years of work experience in software industry or related fields

• Degree or Diploma in Information Technology; Computer Science, Engineering

• ITIL accreditation will be an advantage.

• Knowledge in a development language will be an advantage

• AWS and knowledge of cloud technologies will be an advantage

• Understand principles of BI and data warehousing

Technical Requirements (for all product families excluding Route)

• Unix skills:

• • Create & modify shell scripts

• • Basic system administration

• • Monitor performance using standard utilities

• • Setup and build a Unix environment

• • View, analyze and understand system logs

• • Intermediate Unix system administration skills

Technical Requirements (specifically for WBMS position)

• Oracle skills:

• • Knowledge of Oracle SQL command is necessary

• • PL/SLQ

• Knowledge of SAP BO Reporting would be an advantage

• Oracle Discoverer would be an advantage

Technical Requirements (specifically for TSM position)

• C/C++,

• Python

• Perl

Technical Requirements (specifically for SV position)

• C/C++ [Proficiency Level: 2]

• HAC/RAC [Proficiency Level: 1]

• Java [Proficiency Level: 2]

• Apache [Proficiency Level: 2]

• Linux [Proficiency Level: 4]

• Unix [Proficiency Level: 4]

• Oracle databases & PL/SQL [Proficiency Level: 3]

• Perl [Proficiency Level: 2]

• SOAP [Proficiency Level: 2]

• Tuxedo [Proficiency Level: 3]

• XML [Proficiency Level: 1]

• MySQL Database – SQL [Proficiency Level: 2]

• AWS [Proficiency Level: 1]

Technical Requirements (specifically for ICP)

• Admin – UNIX (Solaris) environment skills

• Admin – Linux – Red-hat, CentOS, Oracle Linux Environments

• Oracle Database – SQL

• Oracle Database Administration and maintenance

• Network Routing, Ports, Protocol (RADIUS, ICMP)

• Scripting (Perl, Bash)

• MySQL Database – SQL

• Telecommunication – Rating and Charging (PCEF and PCRF) – preferable

• Other programming knowledge (C, C++, Java, abstract data-layers)

Technical Requirements (specifically for Route position)

• PL/SQL [ Proficiency Level: 4]

• Knowledge of SQL Server based reporting [ Proficiency Level: 1]

• Microsoft Windows [ Proficiency Level: 3]

• Microsoft Excel [ Proficiency Level: 3]

• SQL Server BI Platform [ Proficiency Level: 2]

• MS .NET framework, VB .NET, VB6, Visual Studio 2010 and above [ Proficiency Level: 2]

• Intermediate knowledge of Oracle Database [ Proficiency Level: 2]

• Windows Server build 2012+ [ Proficiency Level: 2]

• Perl, Python or other similar scripting languages [ Proficiency Level: 3]

• Version control tools like SVN, Accurev, GIT [ Proficiency Level: 3]

• Jira [ Proficiency Level: 1]

• Knowledge management tools [ Proficiency Level: 2]

• Infragistics [ Proficiency Level: 1]