Job Title: Senior Support Engineer

Job Code: 210,242,293,307

Location: Bangalore (210, 242, 307) Delhi (293)

Experience Needed: 5+

Number of Positions: 4 

Objectives:

To provide second and third line support of customer installations 

To provide technical support to end users 

To minimize the level of support issues that are routed to Engineering teams 

To take overall support ownership including testing and delivery of software changes to the installations  

Technical Skills Required:

Unix, Shell Scripting

Oracle, SQL, L2 Support 

Job Description:

Delivering support to SLAs 

Keeping accurate logs of issues using a ticket management system 

Responsible for taking ownership of customer systems from Engineering teams 

Responsible for on-going maintenance of customer systems 

Analyzing and troubleshooting incidents to identify problem areas; 

Providing workarounds or resolutions, if possible, to clear reported problems; 

Providing updates to L2 support on the status of incidents; 

Testing and validating solutions from Engineering; 

Assisting L2 support with root cause analysis (“RCA”)  

Skills:

Bachelors/Master’s Degree in Computer Science or a related technical discipline, or the equivalent combination of education 

Minimum 5 years of support related experience, preferably in the telecom domain 

Proven track record as a support trouble shooter (L2/L3) 

Having experience of direct exposure to the customer and demonstrated excellence in support 

Has worked (supported systems) and familiar with Unix, Shell Scripting, Oracle, PL/SQL 

Good understanding of Helpdesk Systems, SLA management 

Excellent communication (verbal/written) skills 

1-2 years of development/programming experience preferred but not essential 

Understanding of GSM Networks