Assistant Manager - International Transmission, Voice n Mobile

Responsible for Resolving customer issues related to all services and solutions delivered, including diagnosing, and resolving complex technical issues in IT & IoT domain. The role acts as a conduit between customers and other teams such as engineering, architecture etc. for any issue resolution. This is an operational role, responsible for delivering results that have a direct impact on day-to-day operations.ResponsibilitiesTechnical administration and troubleshooting to ensure the efficient functionality of the solution.Incident Validation, Incident Analysis, Solution recommendation.Maintenance of Standard Operating Procedures and Working InstructionsProvide managed service support [3rd line support] for all MVNO platforms. This support is applicable for MVNO platforms built on frontend and backend applications/DBs & APIs.Accountability and management of day-to-day support activities and tickets related to B/OSS services (i.e. Webservers/ Application servers, Databases, Integration services and telco component related failures.Provide technical assistance to team members.Provide expertise in the analysis of major incident root cause and follow up with vendors and other corporate teams as needed.Troubleshoot and identify software bugs, perform root cause analysis on performance issues as needed.Work closely with the Level 2 teams on incidents in the affiliate and provide direct follow-up.Work on improving monitoring solution and implement automation wherever needed.Provide QDFs (Quick Data Fixes) wherever required against incidents to resolve customer issues.Provide support on 24x7 - On-call basis.Coordinate with cross functional teams on escalations, tracking, performance issues, and outages.Desired Skill setsGood knowledge on implementation, installation, integration troubleshooting and overall functionalitiesExperience in troubleshooting platform related issues, data backup, restoration, retentionMaintains awareness of latest technologies in the domain