Lead Engineer Job in Alepo
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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