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.

- 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.

- 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.