Technical Support Analyst II - DY-864

Technical Support Analyst II - DY-864

05 Jun
CSG system
Bangalore Urban

05 Jun

CSG system

Bangalore Urban

Job Profile

Job Description :


Provides 2nd level technical support of CSG products to post production customers by resolving technical issues with customers and meeting SLA requirements. Responsible for customer ticket management, customer escalations and customer reporting; implement additional customer services to generate additional revenue.

Position Details:

Provides Level 2 Support to customers - resolving technical issues / e rror messages encountered by customers in a live production environment.

Appropriately handling of 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

Maintain 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 3 PS and 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 procedures

Create customer specific Service Pack Installer for those who have development responsibility

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

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

Ad-hoc occasional travel to customer sites be expected

Drives process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders

Peer review on analysis and communication

Demonstration of CSG Values.

Additional Responsibilities also includeIn depth triage and analysis of customer defined configuration

Daily/Weekly/Monthly/Ad-hoc Reporting on key outputs and status of investigations to internal stakeholders as well as customers

Championing a customer and becoming the SME for said customer

Creation, maintenance, validation and publication of Remedy Knowledge Management articles

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 maintain 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

Provides System Administration training on CSG products to customers.

Conducts testing of the product during release cycle

Key Outputs & AccountabilitiesAdvanced troubleshooting skills

Works within defined objectives using internal procedures

Able to work on own with minimum supervision

Performs work under general direction on routine tasks and detailed instruction on new assignments

Aids less experienced members of the team

Specialized in one CSG product, in-depth knowledge and experience of more than one CSG product

Desired Skills & Experience Driven, a go getter with a can-do attitude

Able to quickly grasp new ideas and concepts

Able to drive issues to resolution with minimal to no supervision

Able to work under pressure

Principles of SDLC and PMLC

Basic knowledge of Telecommunication environment and customer services procedures

Works well within a team environment

Able to communicate effectively to convey and clarify information

Solid written and verbal communication skills in English

Able to communicate in English Advanced and one additional language is preferred

Good 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 knowledge and understanding of 3rd Party Software Java, Confidential, Tuxedo

Good understanding of complex software system architecture and operation

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.

Knowledge in a development language will be an advantage

AWS and knowledge of cloud technologies will be an advantage

Understand principles of BI and data warehousing

Technical Requirements for all product families excluding RouteUnix skills:

- Create & modify shell scripts

- Basic system administration

- Monitor performance using standard utilities

- Setup and build a Unix environment

- View, analyze and understand system logs

- Intermediate Unix system administration skills

Technical Requirements specifically for WBMS positionOracle skills:

- Knowledge of Confidential SQL command is necessary


Knowledge of SAP BO Reporting would be an advantage

Confidential Discoverer would be an advantage

Technical Requirements specifically for TSM positionC/C--,



Technical Requirements specifically for SV positionC/C-- Proficiency Level:


HAC/RAC Proficiency Level:


Java Proficiency Level:


Apache Proficiency Level:


Linux Proficiency Level:


Unix Proficiency Level:


Confidential databases & PL/SQL Proficiency Level:


Perl Proficiency Level:


SOAP Proficiency Level:


Tuxedo Proficiency Level:


XML Proficiency Level:


MySQL Database SQL Proficiency Level:


AWS Proficiency Level:


Technical Requirements specifically for ICP Admin - UNIX Solaris environment skills

Admin - Linux Red-hat, CentOS, Confidential Linux Environments

Confidential Database - SQL

Confidential Database Administration and maintenance

Network Routing, Ports, Protocol RADIUS, ICMP

Scripting Perl, Bash

MySQL Database SQL

Telecommunication - Rating and Charging PCEF and PCRF preferable

Other programming knowledge C, C--, Java, abstract data-layers

Technical Requirements specifically for Route positionPL/SQL Proficiency Level:


Knowledge of SQL Server based reporting Proficiency Level:


Microsoft Windows Proficiency Level:


Microsoft Excel Proficiency Level:


SQL Server BI Platform Proficiency Level:


MS .NET framework, VB .NET, VB6, Visual Studio and above Proficiency Level:


Intermediate knowledge of Confidential Database Proficiency Level:


Windows Server build - Proficiency Level:


Perl, Python or other similar scripting languages Proficiency Level:


Version control tools like SVN, Accurev, GIT Proficiency Level:


Jira Proficiency Level:


Knowledge management tools Proficiency Level:


Infragistics Proficiency Level:


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