Technical Support Analyst and Sr.Technical Support Analyst Openings with REDKNEE PUNE Location

 FYI...

From: ext Asawari Sangwai [mailto:asawari.sangwai@redknee.com] 
Sent: Wednesday, June 05, 2013 6:15 PM
To: # India BSS Office
Cc: Shikha Gangwar
Subject: Bring A Buddy- Refer your friends & win a referral bonus!!!

 

  

                      

Inviting referrals from all of you our open positions@RKI. Refer your friends, ex-colleagues & win attractive referral bonuses for each successful referral.

 

We currently have multiple openings for each of the following positions in GTAC :

 

Work Location- Pune

 

Position Title : Technical Support Analyst

Product Line              : (TCB – CRM/BSS/ USSD/Voucher Management)

Position Summary

 

You are a born problem solver. You live to troubleshoot and resolve customer technical issues. You enjoy the challenge of working with leading-edge telecommunications technology. You expertly investigate and analyze customer problems to ensure that products and solutions are accomplishing the customer’s objectives. You autonomously execute special assignments and creatively prioritize deadlines to get the job done.

 

Role & Responsibilities

 

·         You will provide remote/onsite technical support for Redknee TCB products deployed on customer sites across the globe;

·         Work to resolve production issues using the support knowledge base as per the SLA’s.

·         Reproduction of issues in lab node.

·         Handles Critical issues and follows the Critical ticket handling process.

·         Participation in customer ticket review meetings.

·         Participation in new Customer Solution Handover.

·         Accurately and completes document work and contribute to knowledge base.

·         Implementation of medium to complex standard procedure and technical service bulletins.

·         Implementation of product upgrades on production environment.

·         Escalate to next level if unable to resolve the issue.

·         Generation of MIS reports.

·         Flexible to work in shifts and On-Call rotation cycle.

·         Flexible to travel at customer locations across the globe.

 

 

Technical Skills

 

The ideal candidate will have 2-5 years of relevant experience in technical/product support and hands-on experience on majority ofthe below listed areas:

 

 

·         Should have good UNIX working knowledge along with shell scripting.

·         Should have good Oracle Knowledge (SQL queries/ Pl-SQL) and MS-SQL.

·         Good understanding of Mobile Communication network (GSM/CDMA).

·         Should have working experience on any telecom billing system or prepaid/post-paid operations.

·         Should have working experience with MS-Dynamics CRM with respect to configuration, troubleshooting/debugging.

·         Should have working experience on windows platform and debugging applications on this platform.

·         Should have working experience on USSD applications and Voucher Management systems.

·         Knowledge of Perl scripting is advantageous.

·         Basic understanding of Database Administration.

 

Position Title : Senior Technical Support Analyst

Product Line              : (TCB – CRM/BSS/ USSD/Voucher Management)

Position Summary

 

You are a born problem solver. You live to troubleshoot and resolve customer technical issues. You enjoy the challenge of working with leading-edge telecommunications technology. You expertly investigate and analyze customer problems to ensure that products and solutions are accomplishing the customer’s objectives. You autonomously execute special assignments and creatively prioritize deadlines to get the job done.

 

Role & Responsibilities

 

·         You will provide technical support for Redknee TCB products deployed on customer sites across the globe;

·         Work to resolve escalated production issues as per the SLA’s.

·         Advanced Troubleshooting at Java code level / thread dumps / Garbage Collection logs / performance/operation measurements and Application debug logs/event records.

·         Support Lab ownership and interface to RND organization.

·         Own Root Cause Analysis of Critical issues.

·         Raise defects with RND and prioritize business impacting issues for MR.

·         Accurately and completes document work and major contributions to knowledge base.

·         Review and modification of Standard procedure for upgrades / Configuration changes / Maintenance activities and knowledge Articles.

·         Mentorship of less experienced TSA.

·         Ability to lead a small group of TSA.

·         Flexible to work in shifts and On-Call rotation cycle.

·         Flexible to travel at customer locations across the globe.

 

Technical Skills

 

The ideal candidate will have 5-7 years of relevant experience in technical/product support and hands-on experience on majority ofthe below listed areas:

 

 

·         Should have good UNIX working knowledge along with shell scripting.

·         Should have good Oracle Knowledge (SQL queries/ Pl-SQL) and MS-SQL.

·         Good understanding of Mobile Communication network (GSM/CDMA).

·         Should have working experience on any telecom billing system or prepaid/post-paid operations.

·         Should have working experience with MS-Dynamics CRM with respect to configuration, troubleshooting/debugging.

·         Should have working experience on windows platform and debugging applications on this platform.

·         Should have working experience on USSD applications and Voucher Management systems.

·         Knowledge of Perl scripting is advantageous.

·         Basic understanding of Database Administration.

 

Education and qualifications

 

Graduate or Post Graduate Degree in Engineering/Science.

 

To refer a candidate, mail the resumes to asawari.sangwai@redknee.com

 

All referrals will be treated in line with Redknee referral policy, details of which can be found on Redportal.

 

For more details please contact me.

 

Wish you all the best

 

 

 

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