• Receives customer tickets from Service Monitoring & SLA, undertake cause analysis of customer tickets, solve tickets or reassign to relevant Technology Software teams where required, track and ensure the timely closure of tickets.

• Liaises with vendors when required to solve customer complaints.

• Executes the root cause analysis of trouble-tickets, systems and applications incidents and the development of initiatives to perform proactive maintenance.

• Undertakes services provisioning and configuration in close coordination with relevant Technology and Commercial BU teams.

• Continuously evaluates current processes/ procedures and proposes enhancements.

• Monitors and manages of own KPIs in order to meet defined targets, and manages timely reporting of KPIs to Performance Management.

• Provides L3 support for Call Center and Sales Channels by acting as focal point for Commercial Software related Complaints

• Analyses overall incidents and trouble ticket statistics at regular intervals (weekly, monthly), to identify trends/ patterns.

• Script development and debugging of Software Applications in close coordination with relevant technology and commercial teams

• Adherence to safety precautions by using properly the security tools and operations for SOC, in line with guidelines by security department

• Provide technical assistance to Service Monitoring team whenever required

• Monitor the performance of the Software platforms according to predefined thresholds and implement re-configurations to minimize performance degradations.

• Conduct maintenance routine schedules as per applications owner recommendations

Skills

Bachelor's Degree in Telecom or Software or Engineering

5 years' experience in a similar role.

Software development, networking technologies and Security platforms for delivering Centralized Software operations Services 

Telecommunications OSS/BSS applications 

Software languages, services development and tools such as : HTML, .NET, SQL/PLSQL, Oracle, Java, PHP, Python, shell script, Web services/API call, DDL , DML, RDBMS, SQL server, Oracle APEX, XML, WSDL, SOAP, UDDI, JDeveloper, SOA Suite on Linux, BPEL, Integration Adapters, Oracle Fusion Middleware, JNDI, JDBC. 

Develop scripts for customization, integration and automation objectives