The ASM-Analyst is a member of the VAS Application Support team, who is responsible for handling high priority incidents raised by customer and ensuring adherence to SLA for the Incident Management processes. The role involves analyzing system problems, performing risk and stakeholder analysis, and recommending sustainable solutions. The candidate will also be expected to contribute to continuous improvement in daily support activities and automation activities. Responsibilities Handle high priority incidents, including RCA with relevant stakeholders and ensuring adherence to SLA for the Incident Management processes. Derive insights from historical incidents and compile knowledge articles to improve future incident management. Identify and analyze recurring system problems and recommend sustainable solutions. Perform risk and stakeholder analysis for alternative approaches, and recommend a sustainable solution. Compile problem resolution documents and contribute to continuous improvement activities. Support project planning activities, including cost, schedule, and resource requirements. Monitor project timelines, milestones and metrics, and assist in documentation and tracking. Effectively interacts with stakeholders where necessary, to assist with efficient query/complaint resolution; Provides accurate and timely information by fully investigating all customer inquiries, using all available equipment and applications to ensure that incidents and problems are resolved efficiently and within SLAs; Provides concise information as requested Open to work in night shift and 24/7 on-call support Work closely with the VAS vendors to ensure fixes and releases are delivered in a low impact manner. Report regularly on system and service performance against key quality and availability targets Collaborate closely with the Engineering, Operations and Product Marketing teams to deliver change in a coordinated way, aligned with business objectives. Continue to develop technical and professional expertise through formal learning and experience on the diverse components of the overall solution. Requirements Must have 3 to 5yr experience in Telecommunication Support project especially on Incident management/Problem Management. Open to work in night shift and 24/7 on-call support Experience in supporting and maintaining VAS platform nodes (Comverse/Mavenir). Should have an understanding of Ticket prioritizing based on impact/urgency, SLA, and RCA Must have Linux administration skills. Expertise with SIP, SS7 (ISUP,SCCP,MAP), TCP/IP, GTP, Diameter Protocol, and GSM or UMTS networks. Excellent debugging skills using the Wireshark tool. Support and maintain market leading Value-Added Services platforms to ensure very high levels of service delivery and availability. Work closely with the VAS vendors to ensure fixes and releases are delivered in a low impact manner. Own Critical/Major Incidents end to end for closure. Follow SOPs to involve right members to the Incident bridge, provide every update to stakeholders as per agreed time interval until issue resolved, followed with RCA submission to customer. Continue to develop technical and professional expertise through formal learning and experience on the diverse components of the overall solution. Good in shell/Python scripting Knowledge on IBM Blade Center and PowerBI is added advantage.
