Job Description

This position reports into the Manager/ Sr. Manager/ Director - Support at Mobileum and would be responsible for managing a team of support professionals and ensuring smooth operations in delivering h This position reports into the Manager/ Sr. Manager/ Director - Support at Mobileum and would be responsible for managing a team of support professionals and ensuring smooth operations in delivering high quality support services to Mobileum's customers for the deployed products and solutions as per the agreed SLA with the customer. Responsibilities: . People Management, setting & reviewing objectives of team members . Provide performance feedback to team members & act as a mentor/guide . Manage all high level escalations, analysis and trouble shoot & update the manager/management team. . Act as a single point of contact for customers in all escalations. . Customer SLA management . Customer feedback analysis & management. . Evolving, improvising and managing internal support processes . Regular follow-up with engineering team on escalated CSR.CSR handling to be done in accordance with the agreed SLA's - Response time and Resolution time being the primary KPIs. . Emergency CSR handling on a 24/7 service level. . Review & correct Installation patches and Emergency corrections. . Review periodic health-checks. . Review, analyze and suggest improvement areas for CSRs issues. . Overall responsibility in all Client-handoffs from the Professional Services to Support . Manage the support intranet portal (which include KB articles, Patches, Hot-fixes etc.) and Dashboards . Develop workarounds to limit customer downtime while a permanent solution can be developed. . Replicate/diagnose CSRs such that engineering can quickly provide a corrective solution. . Escalate to first line support managers at India Development Center. . Work closely with the engineering function for the investigation of issues raised/escalated. . Be prime interface to the customer and hold review meetings with the customer on a timely basis. . . Participate in the development, review and implementation of product upgrade/patch and installation processes. . Conduct technical training for the team members, operations staff and Customers (where required) on our products & product upgrades. . Provide onsite troubleshooting when necessary and appropriate. . Provide Customer related intelligence back to engineering, marketing and sales on product functionality . Client communication, follow-up & relationship building. . Provide leadership in development of tools, procedures and techniques to more effectively support Mobileum products. Educational Qualification: B. E. / B. Tech., M. E./M. Tech. or M. Sc. in Computer Science / Electronics Engineering / MCA Skill Sets: Domain Expertise: Knowledge of ITU-T/ANSI SS7, GSM, IS-41, ETSI, 3GPP standards, FS.11 & FS.19 GSMA Specifications Technical know-how on SCCP, TCAP, MAP, ISUP, INAP, CAMEL, SIGTRAN protocol stacks Technical Skills: UNIX (Solaris/Linux) and shell/Perl scripting Oracle 11g/19c Knowledge of NoSQL Database preferably Couchbase Knowledge of Data Analytical Platforms preferably Apache Hadoop/ Cloudera Functional Skills: Supporting software applications for customers Excellent communication and presentation skills People handling/Team skills Analytical skills Customer Engagement skills Work Experience : 12-16 years