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Interconnect job stage 5 - NCR

Noida, India
Corporate Shared Services

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English (US)

Job Description

Date: Nov 26, 2018

Job Summary:

We are now looking for a Consultant, who will drive and/or participate in customer engagements from lead generation to contract fulfilment in agreement with the Key Account Manager. In this role, you will ensure that consulting projects are fulfilled and delivered in time, at a high quality and within budget. 


You will bring value to the customer by analyzing and proposing improvements on customers’ processes, operations, organization, IT or network. Consultants support short and long-term profitable business by interacting closely with our customer teams to identify new business opportunities that benefit both our customers and Ericsson.

 

  • Hands-on Experience on LCR ASCADE TOOLS , its functioning , data flow , rating , Billing , invoice generations , reconciliation.   
  • Provides Support to customers - resolving technical issues / error messages encountered by customers in a live     production environment.
  • Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
  • Supports customers per the details contained in the customer maintenance and support contracts
  • Maintains a high level of customer satisfaction through professionalism; timely responses and resolution of issues
  • Follow up on support issues, which include liaising with both the customer as well as Level 3 (PS) and Level 4 (R&D)     team.
  • Ensure compliance with SLAs and OLAs
  • Works in different business times and on-call 24hrs / 7 days.
  • Shift work, Standby support and working on weeknights/weekends/public holidays is required
  • Adheres to expected levels of service to internal and external stakeholders/customers
  • Daily/Weekly/Monthly/Ad-hoc Reporting on key outputs and status of investigations to internal stakeholders as well as customers
  • Championing a customer and becoming the SME for said customer
  • Creation, maintenance and publication of Remedy Knowledge Management articles
  • Able to quickly grasp new ideas and concepts
  • Able to drive issues to resolution with minimal to no supervision
  • Able to work under pressure
  • Understands the principles of SDLC and PMLC
  • Basic knowledge of Telecommunication environment and customer services and procedures
  • Works well within a team environment
  • Able to communicate effectively to convey and clarify information
  • Solid written and verbal communication skills in English
  • Able to communicate in English (Advanced) and one additional language is preferred
  • Basic understanding of client requirements and product implementation
  • Experience in Ticket and queue management
  • Experience in Telecommunication industry is preferred
  • Good knowledge of Microsoft Office
  • Good knowledge and understanding of 3rd Party Software (Java, Oracle)
  • Good understanding of complex software system architecture and operation
  • In depth triage and analysis of customer defined configuration
  • Daily/Weekly/Monthly/Ad-hoc Reporting on key outputs and status of investigations to internal stakeholders as well as customers
  • Championing a customer and becoming the SME for said customer
  • Creation, maintenance, validation and publication of Remedy Knowledge Management articles
  • Gathers information for cost models, creates preliminary technical resource allocation plans, and provides technical input and consultation.
  • Consults with customers on application and system sizing, performance requirements, application installation and deployment.
  • Performs release promotions (including core upgrades) from development through to UAT
  • Establishes and maintain system/database backup and recovery policies and procedures.
  • Performs technical trouble shooting and consults with development teams to resolve issues
  • Conducts Performance testing, tuning and backup recovery of the database
  • Provides System Administration training on CSG product(s) to customers.
  • Conducts testing of the product during release cycle

 

 

Unix skills:

 

-       Create & modify shell scripts

-       Basic system administration

-       Monitor performance using standard utilities

-       Setup and build a Unix environment

-       View, analyze and understand system logs

-       Intermediate Unix system administration skills

 

Technical Requirements (specifically for WBMS position)

 

Oracle skills: [ Proficiency Level: 2]

 

-       Knowledge of Oracle SQL command is necessary

-       PL/SLQ

Knowledge of SAP BO Reporting would be an advantage

Oracle Discoverer would be an advantage