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Product Support I6
2-4 years
Kolkata, Mumbai, New Delhi + 4 more
1 vacancy
Product Support I6
Comviva Technology
posted 4d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Position Overview:
The Engineer will manage daily operations for the Alert Response Team, ensuring seamless 24x7 monitoring, alert services, and technical support for messaging products.
The Engineer will manage daily operations for the Alert Response Team, ensuring seamless 24x7 monitoring, alert services, and technical support for messaging products.
Preferred Qualifications:
- Familiarity with messaging protocols such as SS7, AWS & Kubernetes
- Expertise in technologies like Oracle DB, SQL, Linux, and monitoring tools such as HPOVO, ServiceNow, Nagios, Grafana, ELK, and other industry-standard tools.
- Flexibility to work in a shift-based environment.
- Job location: Manesar, Haryana.
Key Responsibilities:
- Ensure strict SLA compliance at every stage (initial response, issue acknowledgment, updates, service restoration, and resolution).
- Adhere to and enforce process standards across the team.
- Provide technical support to the team and deliver services exceeding contractual obligations and customer expectations through effective collaboration.
- Continuously improve application performance.
- Monitor application availability and performance 24x7, performing initial triage for product-related incidents.
- Actively oversee hosted/cloud customer applications and infrastructure, including VM.
- Resolve incidents promptly, maintaining professionalism and meeting agreed SLAs.
- Validate scheduled changes within maintenance windows to ensure functionalities are operational
- Conduct routine operational activities to maintain high availability with minimal disruptions.
- Proactively monitor infrastructure and application components to enhance customer experience.
Principal Accountabilities:
- Provide technical support and ensure continuous monitoring of environments for alerts/events to maintain the effective operation of hosted VM environments.
- Drive continuous service improvement to restore service swiftly during outages.
- Develop, refine, and document monitoring policies, processes, procedures, SOPs, knowledge transfer documents, and knowledge base articles.
- Implement and utilize these resources in alignment with ITIL frameworks and KVM processes.
Skills and Abilities:
- Experience in technical operations support for messaging products.
- Strong knowledge of SS7 networks and protocols.
- Proficiency in SMPP protocol and SMS flow.
- Expertise in SQL databases, RedHat Linux, and virtualization from a support perspective.
- Familiarity with monitoring tools such as HPOVO, Netcool, Nagios, and Grafana.
- Solid understanding of ITIL concepts, particularly in incident and change management.
- Working knowledge about AWS/Cloud environment
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
Comviva Technology Benefits
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