Lead Engineer Job in Alepo

Skill Set

Education:

BE/B.TECH in Computer Science/Computer Engineering/Electronics/Telecommunications from an accredited college or technical institute.

Industry Experience:

5+ years

Knowledge Areas:

• Log analysis and Troubleshooting skills
• OSS/BSS
• Relational Database MySQL or Oracle
• JAVA/PERL Scripting on Linux
• Excellent English communication skills
• Basic Networking Skills

Responsibilities

• Monitor and ensure that team attends customer issues through telephone/chat/email/GTAC portal.
• Monitor and ensure that team creates a GTAC portal ticket on behalf of Customers for issues raised by chatting or on skype.
• Monitor and ensure that team assigns complexity, severity and priority to tasks/tickets appropriately.
• Clearly explain verbally and in writing, solutions to problems reported Customers on skype or Alepo GTAC portal
• Act as point of contact for internal as well as external escalation for given accounts.
• He/She does not have direct team reporting to him/her, but they should be mentoring at least 2 to 3 Trainee/Junior GTAC Engineers
• Take ownership of issues & tasks and ensure proper closure as per the GTAC 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 GTAC process.
• Identify the root cause of issues reported
• Add articles/documents to internal Knowledgebase.
• Create an 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, the 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 stakeholders as per support process.
• Travel to 100% of assigned on-site assignments
• Install/Deploy patches in coordination with R&D team.
• Complete production planned activity within an approved time window as per PAR guidelines.
• Conduct drum beat calls of his all accounts regularly as per Alepo Business Relationship Management Process.
• Create support management reports for his accounts.
• Successfully complete on-site handholding whenever assigned
• Follow GTAC processes
• Configure , install and customize opensource tools.