Professional Services Specialist

Date: Jan 11, 2019

City: Manila, 00, PH

Company: Amdocs, Inc.

Job ID: 65109 
Required Travel :Minimal 
Managerial - No 

Who are we?

If you’re a smartphone user then you are part of an ever more connected and digital world. At Amdocs, we are leading the digital revolution into the future. From virtualized telecommunications networks, Big Data and Internet of Things to mobile financial services, billing and operational support systems, we are continually evolving our business to help you become more connected. We make sure that when you watch a video on YouTube, message friends on SnapChat or send your images on Instagram, you get a great service anytime, anywhere, and on any device. We are at the heart of the telecommunications industry working with giants such as AT&T, Vodafone, Telstra and Telefonica, helping them create an amazing new world for you where technology is being used in amazing new ways every single day.

In one sentence

Professional Services Specialist serves as the Subject Matter Expert and the Technical Support Engineer responsible for resolving all the complex issues coming from live customer networks.

What will your job look like?

  • Customer Support Prime: There is a prime allocated for all strategic customers. Technical Support Prime is responsible for the ongoing activities and issues at customer production environment. Technical Support Prime periodically follows up with the customer for ongoing issues and feedback. 
  • Service Request Tracking: Maintain ownership of SRs through until resolution and collaborate with various functional departments (Product Management, R&D, and others) to ensure timely and accurate solutions are provided to customers.
  • Outage Recovery: Technical Support Engineer is responsible for recovering the system outage at Customer sites and restores the traffic smoothly within the defined SLA.
  • Defect Management: Some issues reported or identified as product defect which needs to be fixed by DS/R&D team for product improvement, Technical Support Engineer is responsible for identifying, simulating, and reporting the defect to R&D for implementation and collaborates with them to provide a fix to customer.
  • New Feature Request: Technical Support Engineer is responsible for identifying the request from customer as feature request and further involves Account Team to raise the CR for new feature request.
  • Software Upgrade Activity: Technical Support Engineer is responsible to implement new software package at customer site.
  • Review of Customer Live Network: During the transit phase of deployment from Projects (PSO) Team to TAC, Technical Support Engineer reviews and audits the network and implemented parameters and provides the recommendation and takes the ownership of the network.

Required Skills & Experience:

  • At least 5 years of relevant professional experience in Telecommunication Industry
  • Knowledge and experience in the EPC (Evolved Packet Core) technology and architecture
  • Experience in UNIX/LINUX system administration
  • NFV/SDN knowledge (Network Function Virtualization / Software Defined Network)
  • DevOps tools and technologies exposure
  • Hypervisor/Cloud knowledge – OpenStack/VMware, AWS/Azure
  • Knowledge on various Network Nodes – MSC, PDSN/GGSN, IN, PCRF, HSS, SASN, etc.
  • Knowledge on various Telecom technical specifications and technologies – LTE, GSM, CDMA, various RFC, and Telecom Protocols advanced level, viz. SS7, Diameter, is a must
  • Protocol knowledge in Diameter Gx, Gy interphase
  • Aerospike Database
  • Oracle Database
  • Expertise on multiple vendor’s hardware
  • Bachelor's degree in Electronics & Communications Engineering or Computer Science or Information Technology or Computer Engineering or any equivalent course

Why you will love this job?

  • You are great at end-to-end product deployment and working with customers, and we have great products and large global customers. What are you waiting for? This job is for you!
  • 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 multinational environment for the global market leader in its field.

                     

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