Experience & Location of work
7+ years’ experience in supporting Telco applications.
The following are the high-level responsibilities:
? Incident Management and support for web applications in specific to telco.
? Participate in bridge calls for P1 / P2 issues and regular update to all stakeholders.
? Report SLAs and KPIs.
? Perform troubleshooting and investigation on reported production incidents.
? Provide workarounds and resolutions to quickly address issues while working to deliver permanent fix
? Conduct root cause analysis to identify problems and application defects, coordinate and follow-up with L3 to prioritize and plan delivery of fixes.
? Review impact analysis of L3 fixes and test fix packages for production implementation
? Ensure application data integrity by implementing data scanning, clean-up and reconciliation
? Communicate with users, L3 team, IS infra team and management to explain technical issues, processes, and recommended solutions.
? Respond to user requests, incidents and follow up on issues in a timely manner.
? Monitor and detect errors in applications and perform necessary recovery to restore the application service or processing. Enhance tools and processes for automated detection and recovery.
? Monitor production applications performance. Alert, escalate severity and collaborate to supporting teams to find immediate issue resolutions
? Maintain standard operation excellence tools for application/system monitoring and alert including performance and data integrity
? Proactively identify areas of service, operation and process improvement and make recommendations to the team
Technical skills required:
? Sound knowledge of JAVA/J2EE applications and web applications
? Sound knowledge of XML, JSON, SOAP and REST APIs
? Working knowledge on Oracle SQL & PLSQL.
? Proficient in Unix (Solaris/Linux) and shell scripting.
? Expertise in ITIL/ITSM processes.
? Telecom domain knowledge