Technical Support Engineer

Job Description :
Should have a basic understanding of the Telecom OSS domain.
Should have understanding of ITIL Concepts.
Experience in working as L1 and L2 Operations support.
Experience working in a 24x7 production support model with excellent troubleshooting skills.
Should have the understanding of Ticket prioritizing based on impact/urgency, SLA, RCA
Should be ready to work with flexible timings.
Good communication skills (Must).
Experience in working with Application Monitoring tools
Configuring these monitoring tools is preferred
Experience with scripting language is preferred.
Respond to reported service incidents/requests and initiate the incident management process
Keep users informed about their incidents' status at agreed intervals
Verify resolution with users and resolve incidents in the tool
Log all incidents/service requests and their resolution to identify recurring issues
Perform daily triage of incidents
Configure threshold value alerting, triggers, and remediation
Monitor network utilization and system health checks
Maintain and update reports and correspondence related to the work
Prioritize incidents according to their urgency and impact on the business
Investigate and diagnose incidents to restore failed IT services as quickly as possible
Perform advanced troubleshooting and update knowledge base articles with solutions implemented
Recognize problems, develop recommendations and solutions, and oversee correction within the assigned specialty
Validate Service Level Agreements (SLAs) for supportability and ensure performance against SLAs
Escalate incidents at risk of breaching SLAs to the responsible teams
Support change management efforts as directed by senior team members and change specialists
Scale up to demonstrate flexibility in handling business criticality and handling spikes
Propose automation opportunities for repetitive tasks to improve the change management process
Conduct Root Cause Analysis (RCA) post-restoration of service
Coordinate with vendors to resolve hardware and software incidents and follow up until service is restored and ticket closure
Learn and comply with validation requirements, standard operating procedures (SOPs), project quality model (PQM), and change control maintenance for product life cycle
Participate in the design and implementation process of solutions in the field of IT infrastructure architecture, automation, and Disaster Recovery/High Availability for Data centers
Build relationships with stakeholders and understand how to meet their IT requirements while adhering to best practices
Serve as a technical expert within the area of assignment, providing guidance and direction to other professional staff and resolving complex problems
Participate in developing strategic plans for systems/applications development and modification within the area of expertise
Provide technical/strategic direction and act as an advisor/coach to lower-level analysts and operation team members.