• Lead Engineer GTAC 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,

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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