Technology Engineer(Incident management)

3 weeks ago

Gurugram, India Amdocs Full time

In one sentence

Sets up, installs and maintains the software environments for any product permutation

What will your job look like?

You will

Coordinate with all required stakeholders and Drive relevant incidents/tickets to closure.

Ensure that activities within a process are being performed at of quality and that it meets its associated Service Level Agreements or Operational Level Agreements

Take ownership of operational issues, be proactive when dealing with user issues, and track the status of activities. Actively participate and bring added value to root cause analysis. Participate in Incident review following major Incidents.

Ensure that metrics, such as KPIs and SLAs set for the unit, are met.

Respond to enquiries from customers and help resolve their problems.

Drive discussion on conference bridges during planned maintenance window, non-BAU situations.

Proactively identify automation areas, alert monitoring improvements.

Ensure compliance with various internal audit processes such as client-requested audits, and so on. Identify potential problems and/or increasing trend of repetitive Incidents.

Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents.

All you need is...

Bachelor's degree in Computer Science, Engineering or a related subject area Proficiency in Shell Scripting and Automation Good knowledge of Unix/Linux Server platform Proven experience in different stages of Software Creation Process as Integration Engineer

All you need is....

Working knowledge of Microsoft tools like Office, Word,Excel. Working knowledge of incident management like Jira will be an advantage. Working knowledge on tools like Splunk for logs monitoring and analysis, messaging app like Slack and basic knowledge of xml, web-services is expected. ITIL/ITSM knowledge and certification would be an added advantage. Having exposure to telecom domain. Very Good with Communication Skills. Willingness to learn drive issues towards resolution.  Excellent communication skills and ability to respond to customer queries quickly and should be able to drive the war-room independently with multiple stakeholders. Ability to understand business needs and manage 24X7 shifts. Good analytical skills. Excellent domain knowledge such as incident handling, production management, and audit processes.

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