• Associate/ Consultant Plant Information Optimization Systems Jobs in Mumbai City

  • Alepo Technologies Pvt Ltd
  • Mumbai City

Job Description:

Knowledge Areas

Log analysis and Troubleshooting skills

OSS/ BSS

Relational Database MySQL or Oracle

JAVA/ PERL Scripting on Linux

Excellent English communication skills

Basic Networking Skills Responsibilities

Monitor and ensure that team attends customer issues through telephone/ chat/ email/ GTAC portal

Monitor and ensure that team creates a GTAC portal ticket on behalf of Customers for issues raised by chat or on skype

Monitor and ensure that team assigns complexity, severity and priority to tasks/ tickets appropriately

Clearly explain verbally and in writing, solutions to problems reported Customers on skype or Alepo GTAC portal

Act as point of contact for internal as well as external escalation for given accounts

He/ She doesnot have direct team reporting to him/ her but they should be mentoring atleast 2 to 3 Trainee/ Junior GTAC Engineers

Take ownership of issues & tasks and ensure proper closure as per the GTAC process

Identify business impact of the issues reported and escalate as per the escalation process whenever needed

Configure Alepo products as per business requirement in a local lab, staging and production systems

Attend to critical alerts within a shift, create a ticket and resolve as per GTAC process

Identify the root cause of issues reported

Add articles/ documents to internal Knowledgebase

Create Incident report and share it with customers as per the support process

Restore service within defined SLA

Handle critical/ complex and escalated tickets independently

Provide appropriate handover of task to shift engineers in the next shift

Report issues to R&D on jira with details of logs, thread dump, DB dump along with appropriate analysis

Identify proactively potential issues from alerts which might cause downtime / severe issue / revenue loss

Monitor health status of servers through monitoring tools like ICINGA, CACTI, MRTG, collectd etc

Write scripts to automate process / procedures

Write RCA, MOM, UAT, SOP and Incident report documents to stake holders as per support process

Travel to 100% of assigned onsite assignments

Install/ Deploy patches in coordination with R&D team

Complete production planned activity within approved time window as per PAR guidelines

Conduct drum beat calls of his all accounts regularly as per Alepo Business Relationship Management Process

Create support management reports for his accounts

Successfully complete onsite handholding whenever assigned

Follow GTAC processes
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Profile Summary:

Employment Type : Full Time
Industry : Management Consulting / Strategy
Salary : Not Disclosed
Deadline : 15th Mar 2020

Key Skills:

Company Profile:

Alepo Technologies Pvt Ltd
Alepo Technologies Pvt Ltd

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