Amdocs

Software Support Engineer    posted on 29th Nov 2016

Company:Amdocs Development Center India Pvt Ltd

Experience : 0 – 3 Years

Location: Pune

Job Description

The Technical Support Engineer is a key member of the APS (Amdocs Product Support) team. As part of a world class support organization, you will be working in a team of technical support experts providing support to Amdocs customers Responsible for providing best-in-class technical support to a global customer base. Maintains ownership for the resolution of complex technical problems, including debugging, simulations, locating bugs, tool and script development for problem diagnosis, troubleshooting and reproduction. Engineers are responsible for providing resolution to issues within the parameters of contractual Service Level Agreements (SLAs). Your role may require you to travel and support customers on site as well as participate in extended support schemes from time to time.

Responsibilities:

Provides engineering expertise to troubleshoot, modify and engineer software solutions and configurations to ensure the product/solution performs within optimal design specifications. Adheres to Amdocs change management processes. Ensures that the solution is maintainable, scalable and supportable. Designs, develops and maintains tools/automations to assist in troubleshooting, debugging and support. Investigates debugs and reproduces issues, provides fixes and workarounds and verifies changes to ensure continued operability of the software solution. Highlights risks and helps in mitigating the risk from technical aspects. Analyzes production issues from business and the application/code perspective and outlines corrective actions. Performs impact assessments of the issues and contributes to the Root Cause Analysis of critical issues. Introduces continuous improvements and increased efficiency to the software or business processes by utilizing Software Engineering tools, innovative techniques and the reuse of existing solutions. Applies automation to minimize complexity, reduce time to response, etc. Contribute to meeting the SLAs and KPIs as applicable for the account and unit – for example, responsiveness, resolution, software quality SLAs, etc. Ensures that assigned tasks are completed on time and that delivery timelines are met in accordance with the quality targets of the organization. Onboard new employees and trains them on processes and knowledge sharing with team members. Takes active role in team building, including technical mentoring and knowledge transfer. Communicates with internal/external customers to enhance the understanding of customer problems, and verifies that an appropriate resolution has been applied.

Desired Profile Analytical ability:

Gather, evaluate, analyze and resolve moderate to complex technical problems. Customer facing capabilities, Professional appearance , Service oriented Good interpersonal skills: Explain facts, practices, and policies to external parties Resourceful, motivated, proactive Multi-tasking ability Able to work independently with general instructions Able to advise, guide and mentor Calm under pressure Team player Quick learner – Learn and apply new material Resolve complex problems. Very good written and verbal skills required Able to quickly gain a position of technical authority Able to provide off hours support as per company needs Able to travel as per company needs Education:UG -B.Tech/B.E. – Any Specialization, Computers PG – M.Tech – Any Specialization, Computers Doctorate – Doctorate Not Required

Company Profile

About us For more than 30 years, Amdocs has ensured service providers’ success and embraced their biggest challenges. To win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational efficiency. The global company uniquely combines a market-leading BSS, OSS and network control and optimization product portfolio with value-driven professional services and managed services operations. With revenue of $3.3 billion in fiscal 2013, Amdocs and its more than 20,000 employees serve customers in over 70 countries. For more information, visit Amdocs at http://www.amdocs.com.

Recruiter Name:HR-AMDOCS

Contact Company:Amdocs Development Center India Pvt Ltd

Telephone:Not Mentioned

Email : valeried@amdocs.com

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