Join NetCracker Technology, a wholly owned subsidiary of NEC Corporation, to work for a forward-looking software company, offering mission-critical solutions to service providers around the globe. Our comprehensive portfolio of software solutions and professional services enables large-scale digital transformations, unlocking the opportunities of the cloud, virtualization and the changing mobile ecosystem. With an unbroken service delivery track record of more than 20 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers.
Providing post-production support services for the customers, including the following activities: analyzing, identifying, prioritizing, and assisting in resolution of issues in production environments; analyzing, categorizing, and assisting in development by application enhancement requests; and providing business users with application support
Establishing a good working relationship with the customers while providing onsite technical support for production environment
Troubleshooting, analyzing, and resolving various software problems in customer solution
Properly escalating unresolved issues to appropriate internal teams
Prioritizing and managing several open issues at one time
Analyzing customers’ requirements for business statistics
Implementing business reports for the customer
Communicating with internal managers on requirements for internal solution statistics
Implementing reports requested by internal managers
Designing, implementing, and analyzing solution monitoring metrics
Designing, implementing, and analyzing reports for contractual KPI metrics
Collaborating with all support teams for effective proactive troubleshooting
Supporting wider team with knowledge share, via knowledge base communications (emails, how-to guides etc.) and contribution at team meetings
Documenting technical knowledge in the form of notes and manuals
Bachelor’s degree in Information Technology, Computer Science, or a related field and 5 years of experience in software technical support of enterprise-wide information systems OR
Alternatively, may have a Master’s degree in Information Technology, Computer Science, or a related field plus one year of experience in software technical support of enterprise-wide information systems
Proven experience in incident management, service request management and problem solving
Experience of using ticketing systems and use of monitoring and management tools
Hands-on experience with Windows/Linux/Mac OS environments
Excellent problem-solving and communication skills
Experience in development of scripts or simple applications
Experience in SQL technologies
Experience in NoSQL database solutions
Experience in software technical support or equivalent
Experience with Oracle Server (SQL, PL-SQL)
Knowledge of implementation
Experience in telecommunications areas will be considered an asset;
A self-motivated attitude
Quality, out-of-the box thinker that is open-minded, creative, intelligent, and self-confident
Ability to deliver against deadlines and agreed targets
Ability to handle multiple priorities
Must be able to travel up to 5% of the time both domestically and internationally.
(Please note NetCracker Technology Corporation is seeking the stated ability or experience in the above skills but no specific amount or years of experience in these skills is required unless otherwise specified. All skills may be gained concurrently).
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