Product Support (I4) [Morocco]

 

• Education qualification

Graduate-B.Tech / B.E

Description We are looking for passionate people willing to work in a dynamic high growth environment. If you are passionate and love challenges while growing your career, there has never been a better time to join us.

Skills -

• Advanced Troubleshooting skills in Linux/Solaris/Oracle/Cluster/Rack

/Java/Tomcat/TCP/IP

• Knowledge of DB Performance reports (AWR/ADDM/ASH) / Storage Performance Reports (NAR Analysis)/OS Tuning Parameters/TCP Dump /Java Thread Dump

- Awareness of Hardware Issues related to server/storage/switches/Load Balancer/Network etc -

Knowledge of AWS/Azure/DevOps o Good knowledge of Mobiquity & Pretups o Should be bi-lingual with proficiency in English and French

Roles and Responsibilities -

Participate in local Ops Reviews;

• Should be able to carry out L1 and L2 analysis for Mobiquity and PreTUPS.

• Support & coordinate in preparing RCAs with backend support team

• Support & coordinate for all CRs to implemented on the system with Client & backend support team and L1 Team

• Make configuration change or apply patch to meet customer requirements or resolve complaints

• Drive Product and Process Quality Improvement

• Minimizing Customer escalations proactively with proper customer response and update

• Analysis of Issue while escalating to L3 level/SMEs

- Maintain Key Accounts - Governance Model and Mechanism

- PPI score improvement - Overlook and intervene in Compliances : Case Resolution details update in the FAQ tool

• Meeting First response time SLA , Using Ticketing Tool and Email and work with L1 team and SMEs on the same

• Support Ticket Reduction (Normalized as Average number of tickets per installation)

• Automation on the product/process to reduce manual efforts/misse

Category

Skill Set

Degree of Skills Required

Development Language &
Technologies

Scripting Languages (Python/Perl/Shell)

Mandatory

Database & ORM

Relational Databases (MySQL/Oracle/Maria DB)

Mandatory

Testing, Debugging & Monitoring

Troubleshooting, Analysis & Debugging

Mandatory

Network Technology & Protocol Stack

GSM, 3G/4G/5G Network Nodes and Architecture

Mandatory

Infra & Deployment Management

OS & Virtualization

Mandatory

Testing, Debugging & Monitoring

Problem Solving and RCA

Desirable

Testing, Debugging & Monitoring

Monitoring Dashboards (Grafana/Chronograph/
kibana/ELK/Nagios)

Desirable

Best Practices

Security Guidelines & Tools (Acunetix/Burp etc.)

Desirable

Best Practices

Cloud

Desirable

Best Practices

Customer Management

Desirable

Network Technology & Protocol Stack

Protocol Stack (SS7/SIGTRAN/IP) / (SIP/RTP, ISUP, MAP)

Desirable

Infra & Deployment Management

Networking & Cluster

Desirable

Best Practices

Agile Methodology

Optional

Software Engineering &
Programming Fundamentals

Configuration and Release Management, Change Control and Management

Optional

Best Practices

Performance Tuning

Optional

Network Technology & Protocol Stack

Additional Protocols (TCAP, SCCP, M3UA, SCTP, SMPP,
DIAMETER, RADIUS)

Optional

Infra & Deployment Management

VAS Product Knowledge

Optional

 

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