The Job

• Ensure complaints/issues related to systems are resolved within given SLA’s to maintain expected level of issue resolution.
• Billing Dispute waiver calculation and posting to resolve customer issues.
• Incorrect data correction to maintain data integrity of the systems.
• Follow-up the incidents till its successful closure to not to missed or delay any incident resolution
• Sharing the incident updates/ Reports with L1 lead to give visibility of incident resolution
• Follow the incident management procedure defined for issue resolution for the compliance of issue resolution.
• Provide correct and accurate solution to resolve the incident.
• Ensure maximum systems support is provided for internal/external staff to resolve the problems.
• Regular updates to the end users sharing the visibility of the issues.
• Prepare statistical & operational reports and conduct System health check and pro-active restarts.
• Apply system configuration to ensure that there’s no revenue impact for the business (New alarm configuration, System & Portal configuration, Package configurations, Agent configurations).
• Responsible to provide reports to the management on request.
• Participating requirement gathering sessions and giving operational requirements to bridge the requirement gaps.
• User acceptance (UAT) of new releases and change Requests to adopt with customer requirement New deployment and reviews.

Entry Requirements

• Degree in Computer Science/Engineering or related field or equivalent relevant professional qualification.
• Previous experience in IT systems operations or related is preferred.
• Knowledge in Unix, shell scripting and SQL.