Senior Operations Analyst

Scope of the Role: 

• Direct Reports:  This is an individual contributor role with no direct reports 

Key Responsibilities: 

• Provide Technical support, determine the root cause of the problem(s), and find appropriate solutions. 

• Follow SLA guidelines including timely follow-up, escalation, and resolution of tickets on time. 

• Analyze metrics and identify the possible reasons for any achievements or deviations. 

• Participate in ticket review and ensure the appropriate solution is provided. 

• Create status reports on the activities performed as per management requirement. 

• Provide documentation on newly discovered solutions and develope production ready solution support scripts. 

• Provide continuous monitoring of production servers that includes system health, resource utilization, file transfer rate, database insert rate and logs. 

• Provide application health monitoring that includes file processing, data loading, completion of scheduled tasks, report generation, application related processes, dashboards and application logs 

• Use alarm monitoring tools, interpret the condition being alarmed, resolve and/or escalate to the next level support. 

• Provide guidance to more junior team members and act as resource for questions and reference.  

Experience, Education and Certification: 

• Bachelor degree in computer science, electronics or telecommunication or equivalent experience. 

• 5+  years relevant professional experience in the areas of application support, technical customer support, problem management, relational databases, programming languages, software development. 

• Prior experience in Telecom Operations preferred. 

Additional Requirements: 

• 24/7/365 helpdesk support ,system monitoring, application support  and willing to work in shift 

• Ability to communicate status updates effectively to the project team and management.          

• Ability to work independently as well as in a team environment. 

• Excellent analytical, multitasking, and communication skills (both verbal and written), detail orientation and familiarity with testing and troubleshooting techniques.