Openings for Support Lead(CVM,Telecom)

Pelatro Plc; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Pelatro Plc in Bengaluru, India is seeking an experienced L1/L2 Support Lead to head the technical support team for a critical telecom application. You will guide a group of engineers to resolve incidents within SLA and serve as the first escalation point for customers across multiple time zones.

The role requires strong Unix shell scripting, hands-on understanding of Telecom BSS/OSS, and experience with databases and big data tech.

Qualifications

• Lead L1/L2 support role for a critical application.
• Manage a support engineers team to meet SLAs.
• Engage with customers as first escalation point.
• Deploy new releases and CRs as implementation support.
• Diagnose and close tickets within SLA.
• Own direct customer experience with various teams and vendors.
• Coordinate with L3 and Engineering for reporting and fixes.
• Provide periodic reports on ticket progress, RCA, and improvements.
• Manage customers across multiple time zones and regions.

Responsibilities

• Lead 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

Unix Shell

Telecom BSS/OSS

RDBMS concepts

Hadoop/HBase

SDLC knowledge

SDLC methodologies

Communication skills

Issue analysis

Tech knowledge

Team size management

Microservices exposure

Job description

• 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

• 1. Very knowledge on Unix and Shell scripting
• 2. 7–10 year experience with Telecom BSS/OSS solution on L2/L3 or Implementation on lead roles.
• 3. Good understanding of RDBMS concepts.
• 4. Preferred knowledge on Hadoop/HBase/PostGreSQL
• 5. Extensive experience of systems development including involvement in all major stages of software development projects.
• 6. Good Knowledge and appreciation of systems development lifecycles and methodologies.
• 7. Well established communication, presentation, motivational and inter-personal skills associated with person-management abilities.
• 8. Thorough understanding, appreciation and analysis of the issues underlying systems development.
• 9. Experience of the technical aspects of the relevant technologies, software and hardware, to be employed.
• 10. Experience in managing a team of size 5-10 members.
• 11. Candidate needs to have exposure to microservices based architecture