Technical & Business Operations Analyst

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our approximately 30,000 employees around the globe are here to accelerate service providers migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.89 billion in fiscal 2023.

Responsible for providing outstanding technical support to a global customer base.

• You will serve as the first point of contact for customers seeking technical assistance over the phone, Chat, tickets, and Emails.
• You will perform a complete incident management by doing ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution.
• Liaison with Technical team for issues identified and follow up on the same for quick resolution.
• Identifying priority Tickets and highlighting potential problems, ensuring that targets are met in line with tight key performance indicators.
• You will determine the best solution based on the issue and details provided by customers.
• You will walk the customer through the problem-solving process.
• Contribute to meeting the SLAs and critical metrics as applicable for the account and unit - for example, responsiveness, resolution, software quality SLAs, etc.

• Bachelor s degree in Science/IT/Computers or equivalents (Non Engineering Graduate)
• Minimum 1.5 to 4 years of experience in L1/L2 technical support role
• Excellent Communication skills (MANDATORY).
• Candidate should be flexible for 24*7 shifts.
• Service Now or any ticketing tool like Remedy/Helix.
• Careful attention to detail and excellent listening and communications skills being able to share and provide transparent updates
• Work experience with operating system (Linux, UNIX)
• Good to have ITIL certified.
• Good to have experience with any monitoring tools such as Splunk/Nagios / NetCool.
  

You will get to show off your fine-tuned skills for resolving issues and helping the end-user.
You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development.
You will have the opportunity to work in a multinational environment for the global market leader in its field.