Lead Engineer Job in Alepo

Lead Engineer

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Job Summary

Skill Set

Education:

BE/B.TECH in Computer Science/Computer Engineering/Electronics/Telecommunications from an accredited college or technical institute.

Industry Experience:

5+ years

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 chatting 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 does not have direct team reporting to him/her, but they should be mentoring at least 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 an 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, the 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 stakeholders as per support process.
  • Travel to 100% of assigned on-site assignments
  • Install/Deploy patches in coordination with R&D team.
  • Complete production planned activity within an 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 on-site handholding whenever assigned
  • Follow GTAC processes
  • Configure , install and customize opensource tools.
Experience Required :

Fresher

Vacancy :

2 - 4 Hires

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