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