Engineer GTAC - Mumbai - Alepo Technologies

Job Description

Product Knowledge/ Log analysis / Troubleshooting skill OSS/ BSS Relational Database MySQL or Oracle JAVA/ PERL Scripting on Linux Networking Basics Responsibilities Attend customer issues through telephone/ chat/ email/ support portal. Assign severity and priority to tasks/ tickets Clearly explain verbally and in writing, solutions to problems reported Customers on skype or Alepos support portal Create a support portal ticket on behalf of Customers for issues raised by chat or on skype. Take ownership of issues & tasks and ensure proper closure as per the support process. Identify business impact of the issues reported and escalate as per the escalation process whenever needed Configure Alepo products as per business requirement in a local lab, staging and production systems Attend to critical alerts within a shift, create a ticket and resolve as per support process. Identify the root cause of issues reported Add documents to internal Knowledgebase Create Incident report and share it with customers as per the support process. Restore service within defined SLA. Handle critical/ complex and escalated tickets independently Provide appropriate handover of task to shift engineers in the next shift Report issues to R&D on jira with details of logs, thread dump, DB dump along with appropriate analysis. Identify proactively potential issues from alerts which might cause downtime / severe issue / revenue loss. Monitor health status of servers through monitoring tools like ICINGA, CACTI, MRTG, collectd etc. Write scripts to automate process / procedures. Write RCA, MOM, UAT, SOP and Incident report documents to stake holders as per support process. Install/ Deploy patches in coordination with R&D team. Complete production planned activity within approved time window as per PAR guidelines. Participate in drum beat calls Attend at least 30% customer service review meeting passively. Successfully complete onsite handholding whenever assigned Follow support processes

Job Classification

Industry: IT-Software, Software Services
Functional Area: IT Software - Application Programming, Maintenance,
Role Category: Admin/Maintenance/Security/Datawarehousing
Role: Admin/Maintenance/Security/Datawarehousing
Employement Type: Full time

Education

Under Graduation: B.Tech/B.E. in Computers
Post Graduation: Any Postgraduate in Any Specialization
Doctorate: Doctorate Not Required, Any Doctorate in Any Specialization

Contact Details:

Company: Alepo Technologies
Location(s): Mumbai

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   process Bss Networking Linux MySQL Engineer GTAC Customer service Oracle Troubleshooting closure support