Netcracker Technology Corp. (an NEC company), a large software development company and leading provider of OSS/BSS Solutions (incl. Telecommunications Operations and Management Solutions), has an opening for:

Senior Application Analyst (Customer Assurance)

Responsibilities:

• Provide timely and effective technical support for Netсracker's applications and/or products, which includes the following activities: Identify, analyze and troubleshoot technical issues, provide workaround to eliminate client’s business impact; Provide cost-effective solution for issues within Netcracker software; Review and assess customer calls and change requests, and stream them according to customer priorities, contractual obligations and Netсracker business approaches; Manage and monitor the customer issue lifecycle within Netcracker organization; Work with client’s and/or Netcracker’s ticket tracking portal;
• Interact with all teams involved into support of complex multi-application systems (CRM, Provisioning, Integrations, Billing, etc.);
• Build and maintain incident and problem management processes (ITIL);
• Manage a team of Application Analysts, both frontend (at client’s side) and backend (in the off-site), ensuring SLA compliance;
• Work directly with solution delivery, product management, quality assurance and other teams to develop and improve products and services and troubleshoot software problems;
• Work as part of the telecom service providers’ transformation program, providing wide range of services, such as Application Delivery (UAT participation), Application Support, Hosted or Remote Managed Services;
• Handle customer meetings and presentations;
• Work on-site at telecom operator premises as required to provide services for Production systems for varying periods of time;
• Evaluate the effort required to perform support service for the specific part of the application;
• Set up knowledge transfer procedures for supported applications between delivery and support teams;
• Bring on-board and educate new application support team members;
• Handle and resolve project risks and escalations from customers;

Requirements:

• Higher technical education;

• 3+ years of experience in technical support of software applications or products;
• At least 2 years of work experience with Application and DB environments (e.g. WebLogic server and Oracle server);

• Excellent communication and interpersonal skills;
• Ability to assume a leadership role; owning the job; organizational and coordination skills;
• Responsibility and focusing on results;
• Consistently sound level of judgment and professional conduct;
• Ability to multi-task, work under pressure, meet challenging deadlines;
• Strong troubleshooting and problem-solving skills; quick learner;
• Knowledge of SQL for querying Oracle DB;
• Knowledge of SW development/implementation methodologies (Agile and Waterfall);
• Spoken and written English (Spanish, German, Italian, French, Portuguese and Japanese will be considered as advantage);
• Willingness and ability to travel;

Would be a plus:

• Knowledge in OSS/BSS solutions, including Batch and Real Time Billing products;
• Enterprise software, telecommunications or call center background;
• Knowledge and experience in management of containerized applications: openshift, kubernetes, docker;
• Experience in Linux system administration (Red Hat, CentOS, Ubuntu);
• Knowledge and experience in virtualization technologies: KVM, Openstack, VMware;
• Knowledge of PostgreSQL database, Mongo DB, Cassandra DB Arango DB;
• Knowledge and experience in DevOps methods (Jenkins, Git, Artifactory);
• Knowledge and experience in JAVA-based solutions administration;
• Knowledge of programming languages (Python, Ruby);
• Knowledge and experience in scripting (Ansible, bash);
• Knowledge of HAproxy, Pacemaker, Corosync;
• Knowledge of networking;
• Experience in PaaS implementation projects as system engineer;
• Experience in support of highly available solutions with Linux platform;
• Knowledge of cloud storage file systems (CEPH, GlusterFS)
• Work experience with cloud solutions;
• Ability to read Java code;

We offer:

• Improve the skill set and knowledge within the new and prospect technologies (Cloud vs. On-premise, etc.);
• Opportunities for career development;
• Professional growth in the international business environment;
• Opportunities for business trips to work in the direct contact with leading Telecom providers;
• Technical and soft skills trainings;
• Medical insurance for employees and medical insurance discounts for family members;
• Friendly multi-cultural and multi-language atmosphere (foreign language maintenance and enhancement);
• Sports activities and corporate events;
• Work in modern and spacious office;
• Salary will be discussed individually with the successful candidate;

Type of employment: full time