·       Incident / Problem management ensuring all customer SLA’s and departmental KPI’s are achieved through the timely resolution and effective communication

·       Communicating effectively with customer resources throughout the management structure to ensure a positive customerexperience

·       Detailed problem reproduction on support testlabs

·       Working with the team to ensure daily case allocation ismanaged

·       Highlighting areas of risk as soon as they areapparent

·       Input to problem management highlighting situations which may require further ongoing investigation or may be relating to multipleincidents

·       Development and management of knowledgebase

·       Troubleshoot and triage 3rd line faults through todevelopment.

·       Any adhoc duties as are reasonably requested by thebusiness.

 

·       Minimum 1-3 years experiencing working within an IT/Telephony Supportrole

·       Must have Experience in SLA adherence, project timeline adherence

·       Must have hands-on experience with software installation/deployment/configuration on Windows/UNIX based production environments

·       Experience in offline installation of UNIX based utilities

·       Must have experience and aptitude to research for issues from 3rd party software

·       Must have experience with documentation of installation steps, wikis and KBs

·       Must quickly adapt and familiarise with a Product's Architecture, DB Design, API design and troubleshooting

·       Experience in troubleshooting network issues, especially on cloud environments

·       Must have Devops experience and familiarity with Docker and its troubleshooting

·       Familiarity with Tableau Server and its troubleshooting

·       Experience with versioning, release management and service management tools

·       Must have exposure to database administration/ SQL scripting.

·       Must have exposure working on AWS environment

·       Speech Enabled IVR Application, Platform Implementation or Contact Center related technologies experience is a Plus.

·       Programming / Scripting experience in PHP, Python, Java, one of the languages is preferable

·       Basic knowledge of working with Datadog or other monitoring platforms.

·       Ability to think analytically, define problems and frame solutions

·       Ability to interact with customers to interpret requirements

·       Must be able to independently front-face meetings/discussions with customers

 

·       Docker Swarm

·       Terraform/Ansible

·       AWS and Linux hands-on

·       Messaging services - Kafka , zookeeper

·       Orecx or similar

·       Application server - Architecture knowledge

·       Databases - Oracle/mysql/postgres + any non-sql – mongo

·       Tableau Server

 

·       Any graduation with technical background

₹0 - ₹0 a year

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.

 

For more information on how Uniphore uses AI to unify—and humanize—every enterprise experience, please visit www.uniphore.com.

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