JOB DESCRIPTIONAbout The RoleExciting opportunity for an experienced Senior Service Desk Analyst is responsible for the acceptance, triage and resolution of customer reported incidents.They will perform preliminary investigation and resolve incidents, update tickets with status and work with other business sections on delivering workarounds and patches as applicable.We are looking for a go-getter, a self-starter, someone who loves to get their hands dirty solving problems. This is a great opportunity for ambitious candidate who are looking to progress within a reputable software company.Current position is for Telecom OSS / BSS product development team working on cloud native technologies.About YouYou are a highly enthusiastic individual with proven experience working with software development environments or in roles of technical support, technical analyst, Level 2 Application Development / Support Engineer help desk, project management team, client on-site support, or other customer-facing technical roles.This may include but not limited to the following :- You have a degree in Engineering, Information Technology, Computer Science, or related discipline with previous experience in AWS Cloud Platforms and services (mandatory), including setting up, using, and troubleshooting issues in 3 or more of the following : Kubernetes (mandatory), Jaeger, Kibana, Grafana, Elastic Search, Postgres SQL, MongoDB, AWS MSK (mandatory) Must have : Good scripting knowledge (PowerShell, Bash (Linux Shell), Terraform).- You bring practical Knowledge in Unix / Linux with strong problem-solving skills and the ability to debug and troubleshoot issues in a complex environment including workarounds and / or propose solutions independently and / or by collaborating with internal teams.- You are a strong communicator with matching interpersonal skills to be able to communicate effectively with all levels of staff and external clients with business-level English verbal and written abilities.- You are interested in or have an intermediate level of knowledge of Relational Database like MS SQL, Oracle, and NoSQL Database;understanding of Security, Stored Procedures, SQL Profiling and strong knowledge of a Query language- You understand CI / CD principles, technologies, and processes with additional knowledge of Docker or other container technologies.- You have some experience in QA and user acceptance testing and also exposure to servers and related technologies.Key Responsibilities- Process service requests associated with the application such as user account creation / deletion / role updates, whilst adhering to Client's policies and processes that also includes running backups and backup verification by communicating regularly with customer and internal resources on status of incident per accepted guidelines and ultimately being responsible for resolution of all incidents opened by the client- Execute Operational readiness tests for projects with also maintaining a knowledge base on all the applications, ensure up-to-date SOPs (Standard Operating Procedures), MOPs (Method of Procedures), KEDB (Known Error Database)- Provide support to change management to implement scheduled and emergency changes including supporting the platform changes where required.- Work on capacity planning to benchmark current application resources and map the targeted capacity required to meet demands based on forecasted loads and request projected capacity is allocated and provisioned by relevant teams.- Provide support on configuration management and orderly management of assets, configurations, and changes to them, while contributing to and managing continuous improvement initiatives which will help gain an intimate knowledge of the client's implementation and critical business processes.- Investigate new incidents as reported by customers, ensure the issue is properly understood and documented, gather necessary evidence for triage and incident resolution utilizing your strong English communication skills.- Escalate Sev1 or urgent issues such as Critical Service Outage / Major Service Outage as needed to the appropriate teams and management and resolve incident per Hansen triage and resolution processes or escalate to Tier 2 for additional assistance or assist with the implementation, configuration and maintenance of utility and monitoring scripts (PowerShell, Bash (Linux Shell)) as part of product monitoring solutions.Provide after-hours support as part of a 24x7 on-call Rotations.Benefits and PerksJoin us for a rewarding career with competitive compensation, leave entitlements, health coverage, inflation adjustment, and financial security.Enjoy work-life balance, growth, and recognition for your exceptional performance. Our team will unveil the intricacies of our benefits package during the selection process.
