Job Description

Job ID: 167932
Required Travel :Minimal
Managerial - No
Location: India- Pune (Amdocs Site)

Who are we?

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 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 $4.3 billion in fiscal 2021. For more information, visit Amdocs at www.amdocs.com

In one sentence

The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit.

What will your job look like?

• Perform Alerts and tickets analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution.
• Run methods and procedures to provide resolution to known/recurring issues.
• Effectively use the existing knowledge base and documentation for quick-win and first-level resolution.
• Ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID).
• Perform queue management for assigning tickets to other teams and follow up for timely resolution while keeping track of SLAs.
• Ensure timely resolution or escalation within the agreed SLA. Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.
• Follow standard operating procedure and update checklists for quality assurance and progress tracking.
• Ensure seamless handover between shifts.
• Perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, event records, screens, and so on). Report and properly document errors that are detected.

All you need is...

• Bachelor's degree or equivalent experience ranging from 2 to 5 years. Preference for computer sciences or technical degree
• Experience with NOC environment and ticket-handling system is an advantage.
• Documentation skills, excellent verbal and written communication skills.
• Experience in using MS Office and end-user applications.
• Technical experience in Multi skills - Linux (Must), Network, Windows and backup
• Technical Knowledge in Scripting languages, experience in automating jobs is an added advantage
• Experience in Virtualization and cloud technologies is an added advantage
• Rotational Shifts

Why you will love this job:

• 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.

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce