Support Engineer

The Company 

MYCOM OSI is a leading telecom software vendor providing network and service management solutions (Assurance, Automation and Analytics) to leading Communications Service Providers (CSPs) including 8 out of 10 of the world’s largest global CSP groups, including Airtel, Vodafone, Telefonica and Deutsche Telekom. In one country alone MYCOM OSI helps manage the network and service experience of more than 800 million mobile subscribers. 

MYCOM OSI has been at the forefront of innovation and trusted by the world's leading CSPs for over 25 years’ and with today’s global transformation to digital it is again leading the industry with innovations in NFV/SDN/Telco Cloud, 5G and Internet of Things. MYCOM OSI is in the early stages of an exciting new chapter in its growth as it launches a new technology platform that has already been selected by a leading CSP to assure the world’s first Telco Cloud.

The Role

Job Title - Support Engineer     

Location - Gurgaon, India     

Main purpose of role 

The key role for a support engineer at MYCOM OSI is to provide excellent proactive support in line with each customer contract and along with customer management in handling priorities and escalation management as part of support services delivery. 

This will require a combination of 1st and 2nd level support of customers. Each team members will take responsibility of their assigned calls, manage each request correctly, respond efficiently and communicate clearly to ensure the customer's complete satisfaction. 

Team members will also contribute towards the ongoing transformation of our products and services, working with other members of the operations team and developers in an agile environment.     

Key Role Responsibilities 

• Remote installation, upgrades and testing of products.
• Liaise with 3rd party suppliers to troubleshoot software and hardware problems including Cloud deployments covering infrastructure  and platform related issues.
• Responsible for taking over customer systems from R&D or PS and own all aspects of support and maintenance of MYCOM OSI solutions from the point of customer acceptance in delivery support services.
• Responsible for delivering to customers SLA agreement.
• Understanding the commitments and SLA agreements with each customer and take ownership of ensuring that steps are taken to deliver the services in an efficient manner.
• Understanding the working practices and tools and taking ownership of using the tools and infrastructure to effectively deliver the service.
• To understand the quality processes and make quality a priority in the delivery of solutions to customer queries.
• Providing remote support and on-site support.
• Participation in out of office hours support as required.
• Proactive review and periodic checks of assigned installations and recommending fixes/solutions.
• Perform system health checks and performance tuning as well as capacity planning.
• Providing daily system reports with explanations of any abnormality.
• Tracking and reviewing R&D projects to ensure systems are designed with supportability in mind and that appropriate support packs are in place when installation goes live.
• Advise customers on the use of product features, functions and interface.      

The Person 

Skills (technical and non-technical) & Qualifications 

Must have 

• Communicates effectively and professionally (clearly, concisely and appropriately) both orally and in writing. 
• Proficiency in a customer support role with a proven record of trouble shooting.
• Able to diagnose problems and quickly identify fixes to defects.
• Works in a structured, organized and pro-active way. Gathers and organizes information. Demonstrates the ability to prioritize own activities, to plan ahead and to multi-task as appropriate.
• Strives to meet agreed schedules at all times and works well even with tight deadlines in proving effective time management and multitasking abilities.
• Takes ownership of own tasks. Demonstrates personal commitment to achieve assignments and support/project targets.
• Managing the expectations of the customers, keeping them informed and up to date with progress and develop ways to improve the overall customer support experience in a professional and efficient manner within the agreed timescales.
• Good working knowledge of Service Management and ITIL framework.
• Highly knowledgeable and good working experience required in supporting of applications on Unix (Linux, Solaris) based platform along with good shell scripting exposure.
• Highly knowledgeable and good working experience required in supporting SQL based databases like Oracle is must and No-Sql databases like Elastic Search
• Experience in working with and maintaining an application running on a Kubernetes (k8s) cluster or RHEL Openshift container based platform with a broad knowledge of containerization of Linux images using Docker.
• Knowledge in any of the big cloud providers: AWS, GCloud, Azure (AWS preferred) as part of managing SaaS solutions application support.

Preferable 

• Exposure and understand how modern cloud computing works with the advent of hyper-mobile devices, IoT and the need for quickly deployed networks
• Experience trouble shooting a complex data environment (previous examples would be performance management, Telecom OSS Administration, billing and fault management but now we will be needing to work with a transformed IoT)
• Exposure in working DevOps environments.

Experience & Expertise 

• Minimum degree or equivalent qualification in any Engineering.
• Ability to demonstrate a high level of IT competence is key for this role. We will expect you to evolve and learn new technologies while working as part of a busy support team based out globally. 
• Minimum 4-5 years of working experience required in Telecom OSS Domain applications administration with sound knowledge of unix and oracle database environments     

Key competencies 

• Customer Satisfaction and focussed.
• Strong Communication
• Highly knowledgeable in application trouble shooting 

Top 5 objectives   

• Help transform your day to day job, by updating proactive monitoring tools
• Increase your knowledge by self-study and involvement in new projects
• Working within customer SLA and ensuring customer satisfaction at all times
• Accurate internal and external communication (updates to call tracking systems, internal reports etc)
• Achieve results by consistent team working (sharing knowledge, understanding the needs of others and showing flexibility of your time)