Overview:

• Experience in handling support tickets. Ticket management efficiencies i.e. response time, resolution time, providing regular updates, SLAs. Own RCA submission for P1/P2 tickets within SLA. Automating repeated tasks is MUST to have
• Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.
• Excellent verbal and written communication skills
• Must have experience in the role of 24X7 Production Support and Maintenance activities. Work on different shifts.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide technical training and support to internal teams as needed.

Responsibilities:

• Experience in CI/CD
• Experience in using Jenkins with ability to create and manage jobs in Jenkins
• Experience in processing and building JSON and XML data
• Experience in GIT
• Communicate with stakeholders to provide status updates on issues and resolutions
• Maintain detailed documentation of troubleshooting steps and issue resolutions.

Requirements:

• Strong knowledge in Tech Skill (Java/.NET/C/C++, Shell Scripting, Python, SQL, etc)
• Good Understanding on Telecom O/BSS applications
• Good Understanding on support cycle and Production deployments
• Excellent problem-solving and analytical skills

• Experience in CI/CD
• Experience in using Jenkins with ability to create and manage jobs in Jenkins
• Experience in processing and building JSON and XML data
• Experience in GIT
• Communicate with stakeholders to provide status updates on issues and resolutions
• Maintain detailed documentation of troubleshooting steps and issue resolutions