2nd Level Operations Engineer

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.

Job Details

Employment Types:

Part time

Industry:

Other

Function:

IT

Roles:

Other Pharma

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