Technical Lead

SME/L2 Engineer provides day to day operations management for the Alert Response Team (Monitoring/Alert Service, Application technical Support for a Messaging, SMSHUB product)

This role requires the incumbent to be conversant with the messaging protocols as SS7 & SMPP; technologies like Oracle DB, SQL, Linux and enterprise service/ticket management tools like HPOVO, ServiceNow, Nagios, Graphana, ELK and other industry tools.

Core to this role is driving:

- Strict SLA compliance at all stages (first response/ Issue acknowledgement, updates, service restore, service repair, etc.)

- Process adherence across the team

- Providing technical support to the team and ensure service delivery is in-line to contractual obligations and customer experience is always exceeded through effective collaboration.

- Continual application performance improvement.

- 24x7 monitoring of application availability, performance and initial triage of Product related incidents.

- Actively monitor the Hosted/Cloud Customer Application & Infrastructure on KVM, Virtual Machines.

- Resolve any incidents that occur and ensure these are responded to promptly, professionally and within agreed SLAs.

- Perform validations after scheduled changes within specified Maintenance Windows ensuring the functionalities are up and running as desired.

- Complete regular operational activities to maintain environments with minimal disruption and higher availability.

- Proactively Monitor Infrastructure and Application Components to improve customer experience.

Principal Accountabilities:

- Providing technical L2 support and ensuring that there is 24/7/365 environment monitoring for events/alerts so that the Hosted VM environments are running effectively at all times which includes continuous improvement of services delivered, and ensuring that every reasonable effort is made to restore service as quickly as possible in the event of an outage.

- Develop, refine and document monitoring policies, processes, procedures, SOP, KT documents, knowledge base articles and associated systems requirements and drive their implementation and use as per pure ITIL Framework and KVM processes.

Skills & Abilities:

- SME Level Operation Support over messaging products

- Depth Knowledge in SS7 Networks & SS7 protocols

- Depth Knowledge in SMPP Protocol and SMS Flow

- Well-versed to manage operation for Messaging products, SMSHUB

- Well-versed in SQL, Oracle database, Redhat Linux from support perspective.

- Experience on any monitoring tool like HPOVO, Splunk, Netcool, Nagios, ELK, Graphana, HPBSM & App Dynamics etc.

- Well verse knowledge of ITIL concepts. Understanding the criticality of Incident Management, Change Management

- Experience including scripting, security, performance tuning and any automation tool.

- Linux operating systems experience on web technologies, communications protocols, and a demonstrated ability to troubleshoot complex technical problems on multiple platforms.

- Infrastructure support (OS, Network) will be an added advantage apart from Production Application support. Ability to identify and analyze Application,

- Infrastructure, Network quality and operational processes and then drive corrective / preventative action plans working with required stakeholders (internally/externally).

- Create and Publish Ad-hoc reports to internal & external stakeholders.

- Strong working knowledge on ITIL (Incident / Problem / Change / Availability Management) and carry knowledge of managing true Private Cloud, and Hosted Operations environment.