OBJECTIVES of ROLE
• Prime responsibility of leading L1/L2 support team
• Accountability on direct customer experience. Responsibilities /TASKS
• Responsible for leading the L1/L2 support role for a critical application.
• Managing a team of support engineers to under the SLA.
• Constant engagement with customers as the first level of escalation.
• Deployment of new releases of product/CRs as part of implementation support.
• Diagnose and close customer-raised tickets and internally identified issues within SLA.
• Take accountability of direct customer experience by engaging with various customer teams and external vendors.
• Constant interaction with L3 and Engineering support for reporting and fixing issues.
• Periodic reports to senior management about ticket progress and RCA and continual improvements.
• Able to manage customers in different time zones and regions. Skills
• Very knowledge on Unix and Shell scripting




• 10–15 year experience with Telecom BSS/OSS solution on L2/L3 or Support on lead roles.
• Good understanding of RDBMS concepts.
• Preferred knowledge on Hadoop/HBase/PostGreSQL
• Extensive experience of systems development including involvement in all major stages of software development projects.
• Positive Knowledge and appreciation of systems development lifecycles and methodologies.
• Well established communication, presentation, motivational and inter-personal skills associated with person-management abilities.
• Thorough understanding, appreciation and analysis of the issues underlying systems development.
• Experience of the technical aspects of the relevant technologies, software and hardware, to be employed.
• Experience in managing a team of size 5-10 members.
• Candidate needs to have exposure to microservices based architecture

📌 Manager-CSD (Bengaluru)
🏢 Pelatro
📍 Bengaluru