Operations Engineer

Jobs Consulting > Acision > Operations Engineer

Acision je technologická IT společnost vyvíjející a supportující produkty pro mobilní messaging jako SMSC (SMS Centre), MMSC (MMS Centre), WAPová gateway nebo Converged Messaging produkty. Dále také produkty pro billing, business intelligence nebo inteligentní hlasové schránky. Je vedoucím lídrem svého oboru. Samotná společnost má přes 300 klientů (převážně mobilních operátorů) a tržby přesahující půl miliardy amerických dolarů. Napříč šesti kontinenty zaměstnává asi 1700 lidí. Reference a detaily společnosti Acision »

DETAIL POZICE

The Operations Engineer is part of an operations engineering team, with cross product responsibility, managed by a team leader. The team forms part of global support organisation providing first class support to customers on a worldwide basis.

The Operations Support environment is dynamic in nature, bringing continual challenge within an ever changing environment. An operations engineer focuses on delivering highly complex technical solutions within a customer environment, requiring patience and tenacity during problem solving.

Acision products operate within mission critical revenue generating environments, where uptime, reliability and availability are of paramount importance. Typically the technologies employed are at the leading edge of the industry, providing customers with differentiating services to millions of end users.

Daily life of a Acision Operations Engineer primarily consists of providing customer support or undertaking on site deployment activities for Acision products. These systems are market leading products in the Wireless sector, including SMS, MMS, Mobile Internet, Videomail, Voicemail, and Mobile Payments solutions and are deployed in countries across the globe.

This role expects working on regular working hours - no shifts.

First Line Support:

• Providing an initial response to customer incidents.
• Performing initial remote investigation and analysis of the incident.
• Responding to customer with initial investigation and resolution, if determinable at that time.
• Determination of resolution or escalation of issue to Sustaining for Development investigation.
• Pro-actively monitoring the outstanding incidents reported by the customers, taking into account the agreed upon service level agreements.
• Implementation of issue resolution, either through system configuration or application software patches.
• Writing technical articles/recommendations for documentation updates to share knowledge with peers.
• Updating and closure of incidents within the work flow trouble ticket system.
• Visiting customer sites to undertake incident resolution work and progress incidents requiring onsite investigation.
• Documenting the incident within a customer facing resolution report.
• Recommending documented solutions for inclusion within the global knowledge management system.
• Report progress of escalated issues.
• Providing root-cause analysis to customers.

Second Line Support:

• Receiving unresolved/complex/escalated incidents from other regional offices of Acision.
• Analysing available debug information and determining best course of action to progress the investigation.
• Recommending resolutions and/or escalating incidents to Sustaining function for Development investigation.
• Documenting the incident within a customer facing resolution report.
• Writing technical articles/recommendations for documentation updates to share knowledge with peers.
• Initiate operational product improvements based on experiences with the systems deployed at Acision’s customers.
• Signalling trends in incidents/bugs.

Deployment of Acision products:

• Determining and testing deployment procedures, remotely.
• Executing procedures on customer sites and performing Customer and System acceptance tests.
• Representing Acision, providing the technical interface whilst on site.
• Provide additional support during installation of new systems in the field or during main events (e.g. launch, main release upgrade, migration).

POŽADAVKY NA KANDIDÁTA

Operating systems including HP UX, VMS, Sun and Linux. Acision comprehensive suite of applications operate within a complex real time technology environment, requiring operational skills within various areas including GSM skills, Internet Protocols, Networking and real time databases.

The successful candidates should be possessed of the following skills and experiences:

• Professional Qualification in Engineering / Computer Science / Mathematics / Physics or equivalent.
• Experience in the computer or telecoms industry within a mission critical environment.
• An ITIL Service foundation certification would be welcome.

Because of international environment, fluent English (both verbal and written) is a must. Second languages (particularly French, German or Russian) are desirable. Any knowledge of Czech language is welcome, but not essential.

Technical skills:

• Minimum of 1 - 2 years experience with Unix or OpenVMS OS, formal certification would be welcome.
• UNIX shell scripting skills.
• Capable of troubleshooting and diagnosing enterprise server hardware.
• Former exposure to (wireless) telecommunication products and inter-working experience gained within customer environments would be a significant advantage.
• Knowledge of configuring, troubleshooting and optimizing complex TCP/IP Networks, preferably formally certified.
• Knowledge of configuring, troubleshooting and optimizing databases, formal certification would be welcome.

Extensive training in Acision products, technologies and processes will be provided.

Personal skills:

• Strong analytical and problem solving skills.
• Organised approach and ability to work with minimum supervision.
• Ability to communicate technical information and concepts.
• Capable of creating and building relationships with customers on peer and management level.
• Ability to remain calm, focused and able to prioritize tasks when working within a high pressurised environment.
• Proactive approach with a can-do and will-do attitude at all times.
• Flexibility and high tolerance to travel internationally.

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