Description

Role Purpose

Post Production support & Bug fixing incl. minor CR development.
Should be familiar with Amdocs products like CRM, OMS, SOM, ODO etc. (version 8.2 & above)
Should be able to analyze the production issues by scanning the log files/code walk-thru.
Should be familiar with development activities using agile methodology and automation scripts.
Managing the system KPI/SLA
Creation of scripts to automate the processes (shell scripting, python)
very strong understanding of CRM/OMS/SOM/ODO architecture and the integration among those applications.
Provide support to projects and testing.
Provide support during the minor/major release.
Able to write scripts using SQL, PL/SQL while fixing the data in CRM/OMS/SOM DB.
Should have at least 3 years experience in production support activities for CRM/OMS applications.
Experience in Fixed Line of business is an added advantage.

Accountabilities, Competencies & KPIs

Job Responsibility

Advises on and executes administrative activities against the operations plans, to enable the achievement of the Technology strategy;
Supports the team to deliver appropriate actions to keep the system/service in good working order, preventing incidents from arising and restoring system/service to normal operation in line with objectives and KPIs;
Effectively coordinates with colleagues to deliver required applications, systems and solutions for all end-users, related to incident management, problem management, change and release management and vendor management;
Understands market trends and contributes to suggested improvements for processes, procedures and business interfaces related to IT Operations and maintenance activities, ensuring operating efficiency for all applications and support;
Executes the tasks and activities in line with the plan to ensure the effectiveness of the area;
Supports the end-to-end projects that improve customer and employee satisfaction;
Supports the team in automation and digitisation, capacity planning, analysing, reporting and investigating service performance metrics;
Maintains relations with internal and external partners;
Uses communication skills to exchange ideas and information in a concise and logical way to support the team priorities, resolve incidents and interface with 1st line teams and with suppliers on incident resolution;
Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.

Monitor and Diagnose
Incident Response
Dev Ops
Security
Software Engineering
Automation and Robotics
Cloud
Data Analytics and Insights