Technical & Business Operations Team Lead at Amdocs

Limassol, Cyprus, Cyprus -

Full Time

Start Date

Immediate

Expiry Date

15 May, 26

Salary

0.0

Posted On

14 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Ticket Analysis, Service Interruption Analysis, Triaging, Queue Management, SLA Tracking, KPI Monitoring, Quality Assurance, Documentation, Validation, Verification, Software System Operations, Basic Configuration, Taking Backups, Manual Billing Requests, Object Oriented Design, Production Support

Industry

Software Development

Description

Primary Skill : Other Secondary Skill : Other Other Skills : Organizational Level 1 : Amdocs Services Organizational Level 2 : CBS iMEA & VF Manager : Marios Panteli Location: Cyprus- Limassol (Amdocs Site) Talent Acquisition: Zoe Alexandrou Required Travel : Minimal Open to Relocation : Relocation - No Referral Bonus Reward Amount* : €1,000.00 In case this job is open for Amdocs employees only "Refer Friend to Job" option is disabled Who are we? Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers' innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our employees around the globe are here to accelerate service providers' migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $5.00 billion in fiscal 2024. For more information, visit www.amdocs.com At Amdocs, our mission is to empower our employees to 'Live Amazing, Do Amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world. In one sentence The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit. What will your job look like? You will perform ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution. You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues. You will apply your skills to effectively use the existing knowledge base and documentation for quick-win and first-level resolution. You will perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs. You will ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress, and handling customers with a professional attitude. You will update checklists for quality assurance and progress tracking, following standard operating procedures. You will ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs. You will ensure crystal clear communication and documentation as a point of contact. You will perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). You will report and properly document any errors that are detected. You will perform basic software system operations, using the online screen, running maps and jobs, basic configuration/installation, and taking backups. You will work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities. All you need is... Bachelor's degree in Science/IT/Computer Science or equivalent Experience writing software code in at least one programming language Good knowledge of Object Oriented Design and development Experience in Production Support/Application Support Why you will love this job: You will get to show off your fine-tuned skills for resolving issues and helping the end-user. You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development. You will have the opportunity to work in a multinational environment for the global market leader in its field. Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce

Responsibilities

The role involves managing incidents and service requests by performing ticket analysis, service interruption analysis, and issue triaging, ensuring timely resolution or escalation while maintaining strong customer communication. Responsibilities also include queue management, updating quality assurance checklists, monitoring SLAs and KPIs, and performing basic software system operations and error documentation.