Onsite opportunity for Operation/ Technical Support

Title : Operation/ Technical Support

Location : Gurgaon

Onsite : US

Client : CMMI Level 5

Job Responsibilities:

Managed Services/Support Team shall address the following activities:

A.    Monitoring, Troubleshooting and Debugging

1.     Perform remote node Monitoring (TMS Database etc)  and diagnostic support services

2.     Preventive maintenance tasks

3.     Provide regular problem tracking and resolution status report

4.     Perform Alarm monitoring

5.     Perform Performance/capacity monitoring

6.     Perform collection of technical information (System/application Logs etc.)

7.     Provide resolution to Customer Care Queries  

8.     Handle Service Request (SR) for Standard Change as per agreed SLA and maintain  SR Tracker for stake-holders

9.     Validate Daily Read Rate

10.  Perform SmartMeter Communication Troubleshooting for meters not collected

11.  Implement Firmware Upgrades

12.  Remote Connect/Disconnect Troubleshooting

13.  Monitor Meter Auto-Registration Folder and DASA Device Imports Folders

14.  RMA Validation

15.  EOD Wireless Provider Communication Troubleshooting (knowledge of SGSN and GGSN)

B.    Incident management:

1.     Quantify the type of issue raised, conduct system analysis, perform debugging , problem isolation  & submission of RCAs

2.     Perform initial assessment of the incident

3.     Responsible for population of Trouble Tickets (TT)

4.     Escalate TT to L2 that cannot be resolved, conduct follow-up.

5.     Escalation handling, Invoking the defined escalation channels and escalation management as appropriate

C.    Generate Regular reports on SR Trend Analysis, Service Uptime, SR Response/Resolution Turnaround times from Database using PL/SQL scripts.
D.    Coordinating Change Management and Change Control for problem / incident resolution






Atul
atul@serveacestech.com