Senior Engineer Gtac Job in Alepo

You will be the face of Alepo at customer locations. Along with the project team, you will be responsible for delivering Alepo products and solutions, helping customers accomplish their business objectives.

Skill Set:

Education

B.Tech/B.E/MCA

Industry Experience

Two years minimum

Knowledge Areas

• Preferably having worked on RADIUS and Diameter protocols
• Ready for 24 7 shift
• Working knowledge of PCRF, OCS, CRM, Gx, Gy interface
• Understanding of support processes (SLAs, incident, problem and change management)
• Knowledge of Linux commands, scripting, SQL queries, having handled Oracle or MYSQL databases
• Prior experience working on monitoring tools like Nagios or any other
• Open to travel as and when required (conditional)
• Strong communication skills
• Added advantage for possessing knowledge of cloud and/or any other DevOps tools

Responsibilities

• Attend customer issues through telephone, chat, email, or support portal
• Communicate verbal and written solutions using Skype or Alepo s support portal for issues reported by customers
• Create support portal tickets on behalf of customers for issues raised by them on chat or Skype
• Take ownership of issues and tasks to ensure closure in compliance with the support process
• Identify the business impact of reportedissues and follow the escalation process when needed
• Configure Alepo products based on business requirements in a local lab, staging and production systems
• Attend to critical alerts within a shift, create a ticket, and resolve in accordance with the support process
• Create an incident report and share it with customers in accordance withthe support process
• Restore service within defined SLA
• Handle critical, complex, and escalated tickets independently
• Report issues to R&D on JIRA with details of logs, thread dump, DB dump along with appropriate analysis
• Proactively identify potential issues from alerts that might cause downtime, severe issues, and/or revenue loss
• Monitor the health of servers using tools like ICINGA, CACTI, MRTG, Collectd, and more
• Write scripts to automate processes and procedures
• Write RCA, MOM, UAT, SOP, and incident report documents to stakeholders in accordance with the support process
• Install and deploy patches in coordination with the R&D team
• Complete production planned activities within the approved time window based on PAR guidelines
• Attend at least 30% of customer service review meetings passively
• Successfully complete onsite handholding whenever assigned
• Follow support processes
• Install, configure, and customize opensource tools
• Handle third-party integration L1 issues independently
• Communicate and resolve third-party integration issues with the help of the vendor
• Design test plan and test case structure for automation of test cases
• Automate test cases using Robot Framework
• Estimate, prioritize, plan, and coordinate testing activities
• Monitor test results on the nightly build setup and take corrective actions
• Mentor team for testing
• Identify, record, document thoroughly, and track bugs using JIRA
• Track quality assurance metrics
• Stay up-to-date with new testing tools and test strategies