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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.
Principal Duties and Responsibilities:
Work directly with application users and customer’s IT teams;
Manage a team of application analysts, both frontend (at client’s site) and backend (off-site) , ensuring SLA compliance;
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 complex technical issues;
Restore service and eliminate business impact, either by built-in system means or by providing workarounds using technical toolset (e.g. PL/SQL, code development, etc.);
Provide cost-effective solutions for issues within Netcracker software;
Review and assess customer calls and change requests, and stream them according to customer priorities, contractual obligations and Netсracker business approaches;
Manage and monitor customer issue lifecycle within Netcracker organization;
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);
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 ensure issue resolution;
Evaluate the effort required to perform support service for the specific part of the application;
Set up knowledge transfer procedures between delivery and support teams;
Bring on-board and educate new application engineer team members;
Experience and Requirements:
Higher technical education;
3+ years of experience in technical support of software applications or products;
At least 2 years of work experience with Application and DB environments.
Consistently sound level of judgment and professional conduct;
Responsibility and focusing on results; meet challenging deadlines;
Excellent communication and interpersonal skills;
Knowledge of SQL for querying Oracle DB;
Strong troubleshooting and problem-solving skills; quick learner;
Fluent English speaking
Willingness and ability to travel;
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: NFV Cloud, SDN, Cassandra, Apache Ignite, Kafka, REST API, Microservices, Big Data, Machine Learning;
Work experience with common ticket tracking systems such as JIRA, Remedy, etc.