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2nd Level Operations Engineer (82952eb91b10)
Job Description :Second level customer complaint resolution with in defined SLA and TT update. Liaising with third party vendors (like HP for hardware, Customer Support for application) for issue resolution either software or hardware. Monitoring performance, troubleshooting system problems and outages, scheduling upgrades and EPs after the FNI and collaborating with customer planning team. Liaising and ticket creation for 3rd level support cases and ensuring the resolution of problem within defined SLA. 24*7 availability and on-call duties. Fixing issues related to applications, handling escalated customer complains. Distribution /follow-up tasks between on-site team and offshore team. Attend Customer weekly Operational meetings, collect the action plan, review opened CSRs with customer. Follow-up on RA Cases, and customer complaints. Prepare the monthly roster. Attend any consultations raised by the team members whenever needed. Hands on experience of IN systems. Knowledge in IP and connectivity. Knowledge in GSM, GY , SY and CIP protocols and connectivity. Knowledge in IN/VAS systems and call flow from and to IN servers. Knowledge in IT system which are integrated with IN systems.