Level 2 Support Engineer (Backend, Cash and Stock Management)

Job purpose:

L2 Support (2nd line support engineer) function as part of Managed Services team on vendor side should perform 2nd level of analysis and troubleshooting of trouble tickets (TT), escalated either from either SD (Service Desk) or L1 (1st level monitoring team) for Qvantel Backend including Product Catalog, Customer Management, Order Management, Billing, Bill Formatter, OSS Viewer, Topup Gateway, Messaging Gateway, Prepaid Campaign Engine, Provisioning Gateway, Mediation, Rating, BSS API and HPD, Cash and Stock Management

Duties and responsibilities:

• L2 (2nd line support engineer) function is intended to act as a Single Point of Contact ("SPOC") to SD (Service Desk) or L1 (1st level monitoring team) to handle trouble tickets for problems reported by Telecom Operator’s customers on DBSS 0.6 solution components.
• The candidate should also have Operator’s possess (ITIL, eTOM) knowledge and hands on experience as technical support engineer.
• Know and follow ITIL Service Operation processes: Event Management, Access Management, Request Fulfillment, Problem Management, Incident Management.
• Perform second level of analysis and troubleshooting, escalate unresolved problems to Level 3 (R&D), track progress of trouble tickets (TT) resolution and ensure restoration and resolution within SLA.
• Resource is required to complete end to end view of BSS operations as following
•   Management of the complex web-based interface to manage products and configure complex product offerings as demanded by business.
• Ensure the customer data is managed properly through customer management and made available to the business through the customer management module
• Manage and Troubleshoot the Order Lifecycle and Orchestration in Qvantel Order Management Module
•  Ensure the billing process of the customer is maintained and run as per the stipulated bill runs across post paid customers of retails, enterprise
• Ensure the processes of interconnect billing is run as per complete business policies and documentation
• Ensure that the Bill Formatter system is available up and running as per required functionality of generating and signing PDF documents in real time, and supports multiple input formats as well as encryption, locking and/or password-protection of the generated PDF documents.
• Resource is also required to ensure the successful management of logical inventory across the inventory module of Qvantel BSS
• Manage the key functionality of the Mediation platform to process the CDRs and EDRs
• Manage the Billing and Rating key functions as processed through the Mediation platform
• Manage the Rating platform and rating process to process roaming tap-out files and cdr for postpaid customers.
•  Payment Gateway management and its communication with BSS stack to ensure the success of customer requirements
• Ensure the availability of the logical inventory in the Qvantel stack through the integration of the Enhancesys Stock Management system
• Manage the implemented Enhancesys Cash Management Module and its integration with Qvantel for enabling with feature for customers to partly payment with cash or bonus points etc
• Manage the implemented Enhancesys Cash Management Module and its integration with Qvantel for enabling with feature for customers to partly payment with cash or bonus points etc
• Delivery as per ITIL principles
• Resolution of all issues as per obligated SLA (Service level Agreement) concept
• Perfect troubleshooting and analytical skills, ability to “get things done”
• Delivering Results & Meeting Customer Expectations
• Following Instructions & Procedures
• High level of communication is a must
• Knowledge sharing & Collaboration Skills
• Scripting knowledge required
• Linux skills, scripting
• Calm, responsible, initiative, self-organized, eager to learn
• Good written and oral English (upper intermediate)
• Lead and guide the team during emergencies and network outages.

Skills:

• 5-7 years’ experience as Level 2 Support for BSS Managed Services
• Experience with web services (SOAP, REST), Linux, DBA

Education:

University degree in Electrical/Electronic Engineering, Telecommunications, Computer Science or equivalent experience in a related discipline 

Working Hours: Shifts