Trainee GTAC Engineer Jobs - Mumbai - Alepo Technologies | Freshersworld
Job Description
Purpose of the role:
- You need to learn all Alepo products , implemented GTAC processes and undergo Induction training and start working on developing Devopps skills.
- You are face of Alepo for all Customers once you are on floor .
- You help Alepo’s customers reach their business goals through your knowledge of the Alepo solution. You investigate and analyze customer problems and answer Customer queries to ensure that Alepo products and solutions are accomplishing the Customer’s objectives.
- You work in rotational shift 24*7*365 and have clear and complete communication with customers and follow all implemented process of GTAC under the guidance from Seniors/Leads.
- To complete Induction training ( Product training + Process Training )successfully designed by Alepo GTAC management.
- Attend customer issues through telephone/chat/email/support portal.
- Assign severity and priority to tasks/tickets
- Clearly explain verbally and in writing, solutions to problems reported Customers on skype or Alepos GTAC portal.
- Create a ticket on behalf of Customers on GTAC Ticketing portal for issues raised by chat or on skype.
- Take ownership of issues & tasks and ensure proper closure as per the support 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 support process.
- Identify the root cause of issues reported
- Add documents to internal Knowledgebase
- Create 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, 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 stake holders as per support process.
- Install/Deploy patches in coordination with R&D team.
- Complete production planned activity within approved time window as per PAR guidelines.
- Follow GTAC processes which is aligned as per ISO 20000 standard using ITIL framework.
- Configure , install and customize opensource tools.
Job Particulars
Role it software engineer
Education BE/B.Tech
Who can apply Freshers and Experienced (0 to 0.6 Years )
Hiring Process Written-test, Face to Face Interview
Employment TypeFull Time
Job Id161668
Job Category IT/Software
Locality Address
State Maharashtra
Country India
About Company
Alepo is a leading provider of enabling infrastructure for telecommunications service providers. Alepo provides IT systems and IT consulting services for telecommunication companies, enabling them to compete efficiently and realize next generation services opportunities. Alepo provides software platforms and consulting services for customer care, and OSS/BSS solutions for WiMAX deployments, Voice over IP operators, Public Wireless LAN providers, Internet service providers, IPTV, and Triple Play Providers.
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