Objectives of Role : - Prime responsibility of leading L1/L2 support team.- Accountability on direct customer experience.Responsibilities : - 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.- Positive 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.- Good 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. (ref:hirist.tech)

📌 Pelatro - Manager - Applications Support (Bengaluru)
🏢 Pelatro Solutions
📍 Bengaluru