Job Description

Job ID: 176004
Required Travel :Minimal
Managerial - No
Location: :India- Gurgaon (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

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?

• You will provide engineering expertise to log, track ,manage incidents & Service Request.
• Use Incident logging and Bug tracking tools to document customer incidents quickly and effectively.
• Liaison with Technical team for issues identified and follow up on the same for quick resolution.
• Documented and tracked all received requests in the incident management system
• Identifying priority Tickets and highlighting potential problems, ensuring that targets are met in line with tight key performance indicators.
• Investigate, debugs and reproduces issues, provides fixes and workarounds and verifies changes to ensure continued operability of the software solution.
• Demonstrate continuous improvements and increased efficiency to the software or business processes by using Software Engineering tools, innovative techniques and the reuse of existing solutions.
• Contribute to meeting the SLAs and critical metrics as applicable for the account and unit - for example, responsiveness, resolution, software quality SLAs, etc.
• Automation Mindset to eliminate redundant work and flexible to learn new technologies.

All you need is...

• Bachelor\'s degree in Science/IT/Computers or equivalents
• Previous experience in L2 technical support role/Customer issue handling/ Support Ticket (investigation of problems,)/Monitoring and knowledge of technical operations team procedures and processes
• Experience in handling applications one or more domains related to Prepaid, Provisioning, Porting, IVR, Revenue Assurance, VAS, Fixed Broadband etc.
• Experience with any monitoring tools such as NetCool/Cacti Graphs/Compuware/Unica/Comptel/Mediation/SMSC/Salesforce
• Service Now or any ticketing tool like Remedy/Helix.
• Experience in Unix Shell scripting, Python, Oracle, or SQL.
• Work experience with operating system (Linux, UNIX)
• Automation to make Incident handling shift left
• Careful attention to detail and excellent listening and communications skills being able to share and provide transparent, constructive feedback to others.
• Good to have ITIL certified

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.

reasons to work for amdocs

Join a leading global software and services provider championing creativity and technology to build a better connected world

Touch the lives of over 3 billion people by enabling connectivity, stimulating commerce and economic growth, and inspiring people through the power of entertainment

Work for a company that serves the world\'s largest communications and media companies, including AT&T, Orange, Sky, T-Mobile, and Vodafone

Be part of a company that engages in relationships with over 600+ leading film studios, TV networks and producers like Disney, Warner Bros and Sony

Help drive partnerships with some of the world\'s largest tech companies, including Amazon, IBM, Google and Microsoft to take the industry to the cloud

Immerse yourself in one of the largest end-to-end DevOps departments in our industry

Join a diverse and inclusive work environment, advancing the communities in which we work while creating sustainable products and services

Grow with a global leader with opportunities to develop, learn and upskill yourself

Amdocs AWARDS

Perks And Benefits

Treat yourself with generous holidays gifts from Amdocs

Access tons of complementary learning and upskilling programs to stay on top of what\'s new in your field

Enjoy our generous paid parental leave policy

Enjoy a wide range of fun company activities for you and your family

Secure your and your family\'s future with Life and Disability insurance

Take paid time off to volunteer for the causes that you\'re passionate about

Explore internal mobility opportunities. Experience different roles within Amdocs

Stay grounded with wellbeing and mediation courses, lectures and self-development tools

Amdocs