CSG system Hiring for Associate Architect at Bengaluru, Karnataka, India Full Time

Job Description

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Summary:Provides 2nd and 3rd (where applicable) level technical support of CSG products to postproduction customers by resolving technical issues with customers and meeting SLA requirements.

Responsible for customer ticket management, customer escalations and customer reporting.

May address solution/enhancement requirement and implement additional customer services, solution to generate additional revenue.
Position Details:

Primary Responsibilities

• Fully understands the CSG product andis able touse this knowledge to direct trouble shooting, drive business discussions, identify change and expedite solutions.
• Serves as a subject matter expert to both internal team and external customers
• Acts as a technical point of escalation for the team
• Assists the service management layer with complex technical discussions

• Interacts with customers to facilitate change, including gathering information required by CSG to drive enhancements or changes.
• Provides Level 2 and 3 (where applicable) 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 Toolis updated with the latest ticket details at all times
• Supports customers per the details contained in the customer managed services/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 procedure

• Accountable for release promotions (including core upgrades) from development through to UAT, where applicable
• Performs Application Health Check /Housekeeping(where applicable)
• Works on performance issues
• Works on system performance tuning
• Develops and maintains documentation and standards

• Involves in new technology deployment
• Works in different business times and may be 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
• Peer review on analysis and communications

• Demonstrates CSG values

Additional Responsibilities for those with Development role

• Complex bug fixes for those who have development responsibility
• Creates customer specific utilities/ Service Pack Installer for those who have development responsibility
• Creates version specific Service Pack Releases for those who have development responsibility

Additional Responsibility for those with Consultancy role

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

Key Outputs & Accountabilities

• Excellent analytical and troubleshooting skills
• Able to prioritise work rapidly and effectively

• Able to work independently,initiativeand ability to demonstrate a pro-active approach to tasks
• Actively mentors and challenges other team members
• Subject matter expert in at least two CSG major solutions
• Plays an important role in process automation/improvement/approval
• Knows when to guide leadership team

Desired Skills & Experience

• Driven, customer obsessed with a can-do attitude
• Able to quickly grasp new ideas and concepts

• Able to drive issues to resolution based on customer business impact
• Able to work under pressure and to deadlines
• Basic knowledge of Telecommunication environment and customer services procedures
• Works well within a team environment
• Basic leadership skills to influence and gain cooperation of others

• Able to communicate effectively to convey and clarify information
• Good written and verbal communication skills
• Able to communicate in English (Advanced) and one additional language is preferred
• Good understanding of client requirements and product implementation
• Experience in Incident Management

• Experience in Telecommunication industry is preferred
• Good knowledge of Microsoft Office
• Good understanding of complex software system architecture and operation
• 7-10 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 skill to perform on-site support for customer 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

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Technical Requirements

• PL/SQL[ Proficiency Level: 4]

• Knowledge of SQL Server based reporting[ Proficiency Level: 3]

• Microsoft Windows[ Proficiency Level: 5]

• Microsoft Excel[ Proficiency Level: 5]

• SQL Server BI Platform[ Proficiency Level: 3]

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

• Intermediate knowledge of OracleDatabase [Proficiency Level: 3]

• 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: 4]

• Jira[ Proficiency Level: 1]

• Knowledge management tools[ Proficiency Level: 3]

• Infragistics[ Proficiency Level: 1]

7.00-10.00 Years