Technical Account Manager-APSDMA

ANDHRA PRADESH, INDIA · Full-time · Intermediate

About The Position

Celltick is seeking a talented Technical Account Manager, to be part of the India Support team responsible for 4 levels of support and a focal point for the account technical issues.


Roles and Responsibilities:


·        To be a focal point contact for the customers for all technical issues

·        Maintain, monitor and provide technical support to installed systems

·        Responsible for Level 1 and Level 2 support including analysis and troubleshooting

·        Handle support calls and emails from customers

·        Provide solutions as per the SLA

·        Multi task and handle project technical delivery and various support tasks based on priority

·        Perform system maintenance and manage upgrade activities as required

·        Performing regular system health-checks

·        Analyse, escalate and resolve tickets

·        Prepare, Review, Analyse Change Requests

·        Responsible for handling product queries

·        Regular follow-up with customer

·        Installing patches and Emergency corrections.

·        Develop workarounds to limit customer downtime while a permanent solution can be developed

·        Proactively analyse and report the health and status of the system to various internal departments

·        Support during HW preparation, delivery and integration

·        Lead the SW installation and configurations

·        Execute the ATP

·        Travel to site as needed

·        Assist in launching the service

·        Closure of Security Audit

·        Performing Hardware Audit

·        Performing Risk Analysis, Time Management, Report Analysis, Change Request Management, System Upgrades, Critical Technical Issue Handling, New Feature Testing and Validation, Data Extraction/Analysis

·        Providing guidelines and setting process in Security Audit

·        Identification and escalation of critical SIM issues

·        Providing guidelines and setting process in Overall BSC / Cell improvement and regular reconciliation

·        Work with internal/external teams and manage/execute end-to-end technical delivery

·        Prepare and maintain complete technical documentation of the systems

·        Be available 24*7 on call to the customer and internal teams

·        Willing and able to travel within India

Requirements

·        Bachelor degree in Engineering or equivalent – CS, ECE, EEE, IT

·        6 to 8 years of work experience in Telecom/Govt. Projects in delivery/operators.

·        At least 3-5 years of experience in the Telecom field working for mobile operators or for Telecom vendors.

·        At least 2 years of experience with Sun machines running Solaris /Unix based and platforms / Linux.

·        Basic working commands knowledge on L1-L3 Routers/Switches.

·        Knowledge about GSM standards, network flow, Telecom OSS and managing servers remotely using ILOM, IDRAC etc.

·        Conceptual knowledge about the production HA platform i.e Varitas etc. will be advantage

·        Must have SQL knowledge(preferred Postgre SQl, MySQL) and knowledge on RDBMS.

  • Knowledge on X.25,CLNS, TCP/IP, XML and networking tools (Wireshark etc.).

Basic knowledge on middleware i.e. jboss and working experience in managing java-based platforms.

·        Scripting inksh, perl

·        Working Knowledge of different SMSC protocols i.e SMPP, CIMD2 etc. and messaging flow end to end.

·        CCNA or any relevant certification will be Add-On

·        Conceptual knowledge on Operator’s RAN flow (2/3/4G) will be an advantage.



Preferred:

·        Experience with VAS application platforms

·        Veritas products (VxVm, Cluster and NetBackup) – advantage

·        Knowledge in PostgreSQL database – advantage

·        Hands on in mechanical/server installations – advantage

·        BSCs network knowledge

·        Multiple Operator handling experience (BSNL, Airtel, Vodafone, Idea)

·        Knowledge in VMWARE - advantage

·        Knowledge in Firewalls - advantage

·        Knowledge in MPLS – advantage

·        Good in communication oral and written in English

·        Speaking and understanding Telugu is added advantage.



Soft Skills:

·        Ability to learn quickly and apply new skills effectively and independently.

·        Ability to prioritize and handle multi-tasking. Focus on the important issues.

·        Perform high quality work, and do not compromise on quality.

·        Ability to constantly balance between customer interests and company objectives, while ensuring high level satisfaction.

·        Consistently keeping the internal/external customer updated and informed about the system performance or the known upcoming changes in the system/service.

·        Be open minded, respect and show tolerance to others' opinions and criticism.

·        Obtain the opinions and feedbacks within/across the team.

·        Team player

·        Excellent communication skills

·        Excellent customer facing skills

·        Excellent spoken and written English

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