• Technical & Business Operations Analyst Jobs in Philippines

  • Amdocs Ltd
  • Philippines
  • Save Job
  • 1 - 3 Years
  • Posted : above 1 month

Job Description:

If youre a smartphone user then you are part of an ever more connected and digital world At Amdocs, we are leading the digital revolution into the future From virtualized telecommunications networks, Big Data and Internet of Things to mobile financial services, billing and operational support systems, we are continually evolving our business to help you become more connected We make sure that when you watch a video on YouTube, message friends on SnapChat or send your images on Instagram, you get a great service anytime, anywhere, and on any device We are at the heart of the telecommunications industry working with giants such as AT&T, Vodafone, Telstra and Telefonica, helping them create an amazing new world for you where technology is being used in amazing new ways every single day

In one sentence

The role involves handling incidents and service requests from customers/end-user by following the standard methods and procedures of the unit

What will your job look like

You will perform ticket analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution
You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues
You will use your skills to effectively use the existing knowledge base and documentation for quick-win and first-level resolution
You will perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs
You will ensure timely resolution or escalation within the agreed SLA This includes creating a positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude
You will update checklists for quality assurance and progress tracking following standard operating procedure
You will ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs
You will ensure crystal clear communication and documentation as point of contact
You will perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on) Report and properly document errors that are detected
You will perform basic software system operations, using the online screen, running maps and jobs, basic configuration/installation, and taking backups
You will work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities

All you need is

Recent graduates and/or equivalent experience
Experience with ticket-handling system is an advantage
Documentation skills, excellent verbal and written communication skills
Experience in using MS Office and end-user applications
Technical experience in related field; preference for computer sciences
Bachelors degree or equivalent experience
Preference for computer sciences, technical diploma (India), or technical degree

Why you will love this job

You will get to show off your fine-tuned skills for resolving issues and helping the end-user
You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development
You will have the opportunity to work in multinational environment for the global market leader in its field

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, Internet/Dot com/ISP
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 20th Jan 2020

Key Skills:

Company Profile:

Company
Amdocs Ltdarfix

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