Engineer - BSS Operations

Ensures end to end service Availability, Scalability and Reliability, while maintaining continuous delivery and integration of Digital service products. Collaborate with stakeholders in ensuring maximum customer satisfaction of services in production by providing expertise to enhance product availability. Guide technical teams through the expertise in implementing new services while ensuring organizational and industry best practices are properly followed for the Fintech products such as Genie / Ezcash and Finacle systems

• Degree in Computer Science/Engineering or related field or equivalent relevant professional qualification.
• Previous experience in IT systems operations or related is preferred.
• Knowledge in Unix, shell scripting and SQL.

• Ensure complaints/issues related to systems are resolved within given SLA’s to maintain expected level of issue resolution.
• Billing Dispute waiver calculation and posting to resolve customer issues.
• Incorrect data correction to maintain data integrity of the systems.
• Follow-up the incidents till its successful closure to not to missed or delay any incident resolution
• Sharing the incident updates/ Reports with L1 lead to give visibility of incident resolution
• Follow the incident management procedure defined for issue resolution for the compliance of issue resolution.
• Provide correct and accurate solution to resolve the incident.
• Ensure maximum systems support is provided for internal/external staff to resolve the problems.
• Regular updates to the end users sharing the visibility of the issues.
• Prepare statistical & operational reports and conduct System health check and pro-active restarts.
• Apply system configuration to ensure that there’s no revenue impact for the business (New alarm configuration, System & Portal configuration, Package configurations, Agent configurations).
• Responsible to provide reports to the management on request.
• Participating requirement gathering sessions and giving operational requirements to bridge the requirement gaps.
• User acceptance (UAT) of new releases and change Requests to adopt with customer requirement New deployment and reviews.