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

Job Description

Primary Responsibilities

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

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

• Ensures CSG Support Tool is updated with the latest ticket details always.

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

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

• Following up on support issues, which include liaising with both the customer as well as 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

• Performs Basic Application Health Check

• Works on performance issues

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

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

• Ad-hoc occasional travel to customer sites

• Responsible for providing mentorship and technical assistance to other more junior Level 2 support members

• 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 same as TSA II and may also include

• Assist direct line manager with recruitment

• Assist direct line manager with reporting on KPIs and team progress

• Manage customer relations and expectations at a technical level

• Complex bug fixes for those who have development responsibility

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

• Creates version specific Service Pack Releases for those who have development responsibility

• 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.

Key Outputs & Accountabilities

• Excellent analytical and troubleshooting skills

• Works within defined objectives using internal procedures

• Able to prioritize work rapidly and effectively

• Able to work independently

• Acts as Mentor and provides leadership and guidance to other team members

• Specialized knowledge and experience of two or more CSG products

Desired Skills & Experience

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

• Able to quickly grasp new ideas and concepts and convey to others

• Able to drive issues to resolution with no supervision

• Able to work under pressure

• Principles of SDLC and PMLC

• Advanced knowledge of Telecommunication environment and customer services procedures

• Works well within a team environment

• Able to communicate effectively to convey and clarify sensitive information

• Excellent written and verbal communication skills in English

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

• Solid understanding of client requirements and product implementation

• Experience in Incident/Problem/Change/Knowledge Management

• Experience in Telecommunication industry is preferred

• Advanced knowledge of Microsoft Office

• Deep understanding of complex software system architecture and operation

• 5-7 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

• Customer facing skills to perform on-site support for customers who have purchased the services

• Subject matter expert in an area of operation support, billing system and other technical areas e.g. Oracle database, RedHat Linux or Unix OS, etc.

• Seeks alternative solutions for complex internal and external challenges on product and service delivery

• Knowledge 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
• Advanced 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: 3]

• 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: 3]

• SOAP [Proficiency Level: 2]

• Tuxedo [Proficiency Level: 3]

• XML [Proficiency Level: 1]

• MySQL Database – SQL [Proficiency Level: 2]

• AWS [Proficiency Level: 2]

Technical Requirements (specifically for ICP position)

• 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: 2]

• Microsoft Windows [ Proficiency Level: 4]

• Microsoft Excel [ Proficiency Level: 4]

• SQL Server BI Platform [ Proficiency Level: 2]

• MS .NET framework, VB .NET, VB6, Visual Studio 2010 and above [ Proficiency Level: 3]

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

• Basic system optimization and performance tuning knowledge [ Proficiency Level: 3]

• Windows Server build 2012+ [ Proficiency Level: 1]

• 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]