You'll be Responsible For?

• Analyse issues in a timely manner and follow up directly with the customer with recommendations and plans of resolution according to the agreed SLA.
• Leverage internal technical expertise, including higher-level engineers, knowledge base, and other internal tools, to provide the most effective solutions to customer issues.
• Review and Provide root cause analysis to the Customer and identify / execute prevent action.
• Co-ordination with all stake holders for bug fixing / Patch Management: testing and rollout coordination.
• Take effective steps to ensure all work instructions are followed and highlight to internal management team where breaches are occurring.
• Adherence to incident, problem and change management processes.
• Organize and coordinate periodic review with customer for satisfaction & service grade evaluation.
• Report and monitor problem (proactive and reactive) trends and proactively identify areas for improvement initiatives.
• Escalation Management.
• Coordination with client / Business Operation Team on new request/issue and requirement gathering.
• Ticketing tool tracking to ensure all issues has been addressed timely.
• Reporting – TPS, System utilization and revenue report analysis etc.
• Provide technical guidance and inculcating high degree of motivation in the team.
• Team Mentoring and Coaching.
• Troubleshooting all the technical and operational issues
• Manage the database and network issues
• Should resolve all the issues escalated by L1 team as per SLA.
• Generate management reports
• Secure the deployment for both intra-server communication and access privilege.
• Good understanding of database
• Ability to analyze packet captures

You'd have?

• Engineering/Computer Science Degree
• Excellent client-facing skills, strong communication skills with the ability to capture and articulate technical and non-technical details.
• Experience: 7 to 10 Years , 
• Unix systems support and administration experience, preferably Linux
• Unix & perl development experience e.g., Shell scripting, PHP
• RDBMS exposure postgres & My SQL
• Good understanding on web servers & wildfly
• Knowledge of SMPP ,http,https, xml protocol
• Knowledge of basic Telecommunication & Mobile communication
• Good knowledge of Networking
• Experience with ITIL concepts, best practices.
• Knowledge of trouble ticket management systems.

Why join us?

We thought you would never ask! We offer all the usual stuff: competitive salary, flexible working hours, challenging product culture but the real perks are:

• Challenging and fun work environment solving meaningful real-life business problems - you will never have a boring day at the office.

• World-class team who love solving tough problems and have a bias for action. Tanla is an equal opportunity employer.

We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability, or veteran status.

www.tanla.com