Technical Account Manager

India, Mumbai · Full-time · Senior

About The Position

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

o    To be the main contactfor the customers for all technical issues

o    Maintain,monitor and provide technical support to installed systems

o    Handle supportcalls and emails from customers

o    Providesolutions as per the SLA

o    Multi task andhandle project technical delivery and various support tasks based on priority

o    Perform systemmaintenance and manage upgrade activities as required

o    Proactivelyanalyze and report the health and status of the system to various internaldepartments

o    Assisting team members and the internal Service departmentsas required

o    Prepare andmaintain complete technical documentation of the systems

o    Willing to workextra hours when required

o    Willing totravel within India and abroad

o    Prepare project plans and update detail status

Roles and Responsibilities:

·        Preparation and Review of Technical Solutions/Proposals

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

·        Handling all the communication related to the assigned customer accounts

·        Responsible for leading and managing Level 1 and Level 2 support engineers in analysis and troubleshooting

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

·        Performing regular system health-checks

·        Analyze,escalate and resolve tickets

·        Prepare, Review,Analyze Change Requests

·        Responsible forhandling product queries

·        Regularfollow-up with customer

·        Ticket handlingto be done in accordance with the agreed SLA's

·        Installingpatches and Emergency corrections.

·        Developworkarounds to limit customer downtime while a permanent solution can bedeveloped

·        Be prime interface to the customer and hold review meetings with the customer on a timely basis


o    Bachelor degreein Engineering or equivalent – CS, ECE, EEE, IT

o    6 to 8 years ofwork experience

o    At least 3 yearsof experience in the Telecom field working for mobile operators or for Telecomvendors

o    At least 2 yearsof experience with Sun machines running Solaris / Unix based platforms

o    SQL knowledge(preferred PostgreSQl, MySQL)

o    Knowledge on X.25,CLNS, TCP/IP Networking and and Cisco routers

o    Scripting inksh, perl

o    Knowledge of SMSC and messaging platforms

o    CCNA


o    Experience with VAS application platforms

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

o    Knowledge in PostgreSQLdatabase – advantage

o    Hands on inmechanical/server installations – advantage

o    BSCs network knowledge

o    MultipleOperator handling experience (BSNL, Airtel, Vodafone, Idea)

Soft Skills:

o    Self-learner

o    Team player

o    Excellentcommunication skills

o    Excellent spokenand written  English

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