Address
Form of work Job ID: 184879
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 approximately 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 $4.89 billion in fiscal 2023.
In one sentence
The role involves production System Monitoring in Main Frame environment in EDW (Enterprise Data Warehouse), handling Incidents, Job Failures, and service requests from customers by following the standard methods and procedures of the unit.
What will your job look like
. You will be doing production operations for EDW(Enterprise Data Warehouse) applications leading from the front and make sure all deliverables/SLAs are met for the Day.
. You will be working in the Main Frame applications primarily and elevate the team with the MF knowledge.
. You will lead the ticket analysis, service interruption analysis, triaging of issues, follow-up with relevant teams for resolution.
. You will make sure that your team is getting ready for future requirements in terms of Knowledge base, Technology, Automations.
. You will be responsible to create frame work which will allow team not to do any manual mistakes.
. You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/recurring issues.
. You will use your skills to effectively use the existing knowledge base and documentation for quick-win and first-level resolution.
. You will perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs.
. You will ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.
. You will update checklists for quality assurance and progress tracking following standard operating procedure.
. You will ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs.
. You will ensure crystal clear communication and documentation as point of contact.
. You will perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). Report and properly document errors that are detected.
. You will perform basic software system operations, using the online screen, running maps and jobs, basic configuration/installation, and taking backups.
All you need is...
- Relevant industry experience of 5+ years
- experience in working in the EDW applications
- Experience in Mainframe System
- Experience in Mainframe with ESP scheduling
- Experience of JCL in Mainframe System
- Documentation skills, excellent verbal and written communication skills.
- Basic Unix / SQL, Shift Management, Monitoring, Bridge Handling, Bill Cycle Management-Scheduling and Execution, Deployment / Release Management
- Bachelor's degree or equivalent experience.
Why you will love this job:
- You will have a wide scope of activities
- You will have excellent products and solutions
- You will have scope for professional development
