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Netcracker Technology, a wholly owned subsidiary of NEC Corporation, is 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.
Principal Duties and Responsibilities:
Provide timely and effective technical support for Netсracker's applications and/or products that are in commercial use by the customer – which may include the following activities:
Identify, analyze and troubleshoot technical issues;
Perform service restoration activities and eliminate business impact, either by means of the system or by providing workaround using technical toolset (e.g. Java, PL/SQL, etc.);
Provide cost-effective solutions for issues within Netcracker software, ensuring SLA compliance;
Develop data fixes;
Work with client’s and/or Netcracker’s ticket tracking portal;
Interact with all teams involved into support of complex multi-application systems (CRM, Provisioning, Integrations, Billing, etc.);
Follow incident and problem management processes (ITIL);
Participate in Change Request implementation
Work as part of the telecom service providers’ transformation program, providing wide range of services, such as Application Delivery (UAT participation), Application Support, Hosted or Remote Managed Services;
Work on-site at telecom operator premises as required to provide services for Production systems for varying periods of time;
Participate in customer meetings to assure issue resolution;
Organize knowledge transfer between project and support teams;
Mentor and train new team members;
Experience and Requirements:
Higher technical education;
2+ years of experience in technical support of enterprise software applications or products;
At least 2 year of work experience with Application and DB environments (e.g. WebLogic server and Oracle server);
Strong knowledge of Java, SQL, PL-SQL;
Ability to write Java code
Strong troubleshooting and problem-solving skills; quick learner;
Consistently sound level of judgment and professional conduct;
Responsibility and focusing on results; meet challenging deadlines;
Good communication and interpersonal skills;
Spoken and written English & Spanish
Willingness and ability to travel;
Would be a plus:
Knowledge in OSS/BSS solutions, including batch and real time billing products;
Enterprise software, telecommunications or call center background;
Knowledge/experience in the following concepts and technologies: Docker; NFV Cloud, SDN, Cassandra, Apache Ignite, Kafka, REST API, Microservices, Big Data, Machine Learning