Technical Support Analyst Lead Full Time NEW

Job Description

We are looking for a Technical Support Analyst Lead who will:

As a Technical Lead or Senior Engineer, responsible for managing a small team and providing guidance and mentorship to team members while driving day-to-day operational activities.

Serve as the primary point of contact for critical incident triage and advanced troubleshooting, ensuring timely resolution and minimal impact to services.

• Serve as the primary point of contact for critical incident triage and advanced troubleshooting, ensuring timely resolution and minimal impact to services.
• Provides Level 2 Support to customers – resolving technical issues/error messages encountered by customers in a live production environment.
• Appropriately handling all customer issues including troubleshooting and providing feedback to the customer.
• He/she must be aware about the end-to-end billing, rating and provisioning flow, good knowledge of network components integration and their respective functionalities.
• It will be good if having the CSG Activation(IAT-Interactivate) product knowledge. Use provisioning and order management systems tools to initiate and track the service activation process.
• Must be aware of bulk provisioning process.
• Supports customers per the details contained in the customer maintenance and support contracts.
• Maintains a high level of customer satisfaction through professionalism, timely response, and resolution of issues.
• Following up on support issues, which include liaising with both the customer as well as Level 4 (R&D) team.
• Analyze and debug CSG product applications
• Ensures CSG Support Tool is always updated with the latest ticket details.
• Delivers product installations according to internal procedures.
• Assist direct line manager with reporting on KPIs and team progress
• Escalates opportunities and/or issues according to established procedures
• Performs Application Health Check
• Works on performance issues
• Works in different business times and on-call 24hs / 7 days Shift work, stand by support and working on weeknights/weekends/public holidays is required
• Ad-hoc occasional travel to customer site

Is this opportunity right for you? We are looking for candidates who have:

• A bachelor’s degree in computer science, Computer Information Systems or a related discipline.
• 9-14 years of work experience in software industry and application support experience
• Sound knowledge on Billing and Rating
• Good knowledge of Telecommunication environment and customer services procedures
• Experience working with CSG products (Encompass(Singleview)/CSG Activation(IAT-Interactivate)) and having good knowledge
• Technical Requirements for Encompass(Singleview)/CSG Activation(IAT-Interactivate), Oracle databases & PL/SQL, Shell, Perl, Python, SOAP, REST, Tuxedo, XML
• Subject matter expert in an area of operation support, billing system, provisioning, and other technical areas
• Customer facing skills to perform on-site support for customers who have purchased the services
• Experience in Incident/Problem/Change/Knowledge Management
• Experience in Automation Frameworks would be a plus
• Experience with CI/CD tools including Jenkins.
• Experience working with Kubernetes would be a plus
• Experience working with monitoring tools as ELK, Grafana etc.
• ITIL accreditation will be an advantage
• Works well within a team environment
• Able to communicate effectively to convey and clarify information
• Good written and verbal communication skills
• Able to communicate in English (Advanced) and one additional language is preferred

Location(s):

India Remote

Accommodation:

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at accommodations@csgi.com. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Guiding Principles:

Impact: Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity: Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration: Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

Our Story:

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG’s technologies and people have helped some of the world’s most recognizable brands solve their toughest business challenges and evolve to meet the demands of today’s digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That’s just who we are. Learn more about CSG Inclusion & Impact here.