Operations Support Job at Tech Mahindra

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences. We #Rise together to create sustainable businesses that can bring about lasting change in our communities – to create an equal world, to be future ready, and to create value. We are a USD 6.5 billion company with 146,000+ professionals across 90 countries, helping 1250 global customers including Fortune 500 companies. We are focused on leveraging next-generation technologies including 5G, blockchain, metaverse, quantum computing, cybersecurity, artificial intelligence, and more, to enable end-to-end digital transformation for global customers.

We are recruiting to fill the position below:

Job Position: Operations Support
Job Location: Lagos
Employment Type: Full Time

Job Summary

• As an L1 Support Engineer you will play a crucial role in providing efficient and effective technical support to customers.
• You will be responsible for troubleshooting and resolving customer issues related to Mobile applications/PWA in telecommunication domain, ensuring customer satisfaction, and maintaining high service quality.
• The candidate should possess strong problem-solving skills, excellent communication abilities, and a customer-centric mindset.
• Additionally, knowledge of API monitoring, escalation procedures, Service Now, ITSM, Jira, Agile, alerting during issues, Digital applications, basic Linux scriting, Java, react-native,drupal and any other relevant programing skills are required.

Responsibilities

• First-line technical support to customers via phone, email, or chat channels.
• Promptly and professionally attend to customer inquiries, troubleshoot issues, and offer solutions or workarounds.
• Diagnose technical problems related to telecommunication services, including but not limited to internet connectivity, voice services, network configuration, and hardware/software issues.
• Work with other teams, such as network operations, field technicians, and engineering, to resolve customer issues or perform required maintenance and repairs.
• Have a basic understanding of Linux systems to troubleshoot and resolve issues related to server configurations and services.
• Attend to appropriate stakeholders promptly and accurately during critical incidents or service disruptions, ensuring timely resolution and minimal customer impact.
• Translate system metrices to user experience
• Complex issues following the established escalation matrix, ensuring timely resolution and customer satisfaction.
• API integrations, ensuring proper functioning, identifying errors or anomalies, and taking appropriate actions to resolve issues.
• Service Now and IT Service Management (ITSM) tools to log and track customer issues, update ticket statuses, and document troubleshooting steps and solutions.
• Ensure detailed and accurate records of customer interactions, issues, and resolutions in the ticketing system, including API-related incidents and escalations.
• Up-to-date with product knowledge, industry trends, and emerging technologies to provide effective support and advice to customers.
• Provide opportunities for service improvement and recommend process enhancements to streamline operations and enhance customer satisfaction.
• Adhere to company policies and procedures, including security and privacy protocols, to ensure customer data protection and confidentiality.
• Ensure to be in a positive team environment by actively sharing knowledge, assisting colleagues, and participating in training and knowledge - sharing sessions.

Requirements

• Degree in Computer Science, Engineering, or a related field
• Minimuim of 4 years of Proven experience in a technical support role, preferably in a telecom or internet service provider (ISP) environment.
• Understanding of telecommunication concepts, including internet protocols, voice services, networking, and hardware/software components.
• Be able to use troubleshooting techniques to identify and resolve technical issues.
• Have a good communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to customers of varying technical backgrounds.
• Customer service orientation and a passion for helping people; ability to remain calm and professional while dealing with challenging customers.
• Be able to work independently and collaboratively in a fast-paced environment, effectively managing multiple priorities and meeting deadlines.
• Be able to work with API monitoring tools and the ability to identify and resolve API-related /system related issues.
• Be aware of escalation procedures and experience escalating issues as per the established escalation matrix.
• Be aware of Service Now and IT Service Management (ITSM) tools to log and track customer issues.
• To appropriately alert stakeholders during critical incidents or service disruptions.
• Knowledge of Linux systems,Azure cloud,Databases,Java,react-native,scripting, Mobile applications. PWA, etc to troubleshoot and resolve issues related to server configurations and services.
• Be familiar with ticketing systems like Service Now and customer relationship management (CRM) software.
• Flexibility to work in rotating shifts, including evenings / night, weekends, and holidays, as required.