Tsa Ii - Bengaluru, India - CSG

CSG

Verified Company

Bengaluru, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

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 at all times

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

Follow up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team.

Support builds in Jenkins or other CI tools.

Performs Basic Application Health Check and works on performance issues

Analyze and perform bug verification, release testing and beta support for assigned products.

Basic triage and analysis of customer defined configuration

Creation, maintenance and publication of Remedy Knowledge Management articles

Ensure compliance with SLAs and OLAs

CSG's source control best practices for tools and configuration items created or modified.

Delivers product installations according to internal procedures

Escalates opportunities and/or issues according to established procedures

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

Shift work, Stand by support and working on weeknights/weekends/public holidays is required

Ad-hoc occasional travel to customer sites

Basic troubleshooting skills

Works within defined objectives using internal procedures

Alternative procedures used only after consultation with other experienced staff

Work is performed under direction/supervision of more senior team members

Work is reviewed regularly

Basic knowledge and experience of one CSG product

Ability to learn new programing languages.

Basic bug fixes for those who have development responsibility

Performs release promotions (including core upgrades) from development through to UAT /Production

Establishes and maintains system/database backup and recovery policies and procedures.

Performs technical trouble shooting and consults with development teams to resolve issues

3-5 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

Experience in Ticket and queue management

Experience with CI/CD tools including Jenkins.

AWS certifications is 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

Technical Requirements (for all product families)

Unix skills:
Create & modify shell scripts

Basic system administration

Monitor performance using standard utilities

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++, HAC/RAC, Java, Linux, Unix, Oracle databases & PL/SQL, Perl, SOAP, Tuxedo, XML

Technical Requirements (specifically for Route position)

SQL development (Oracle PL/SQL and/or MS SQL Server), MS.NET framework, VB.NET, VB6

Oracle Databases - MS SQL Server Databases

MS Analysis Services and Reporting Services (including development of DTS-functionality and Reporting Services reports in MS Visual Studio) would be advantageous

Windows Server 2000 and 2003

Basic knowledge of Telecommunication environment and customer services procedures

Works well within a team environment

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

Basic understanding of client requirements and product implementation

Experience in Ticket and queue management

Experience in Telecommunication industry is preferred

Good knowledge of Microsoft Office

Good understanding of complex software system architecture and operation

Location(s):
IN.Bangalore.
Office