Software Support Specialist

Who are we?

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our 30,000 employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.3 billion in fiscal 2021. For more information, visit Amdocs at www.amdocs.com

In one sentence

Production support specialist in providing technical support and troubleshooting for enterprise-level applications with a proven track record of effectively communicating with customers, analyzing complex technical issues, and resolving problems in a timely and efficient manner.

What will your job look like?

** Preferred work locations: Dallas - Atlanta - St. Louis

• You will perform ticket analysis, service interruption analysis, outage handling, and follow-up with relevant teams for resolution
• You will ensure that all required ticket information is available for further analysis and run methods and procedures to provide resolution to known/recurring issues
• You will apply your skills to effectively use the existing knowledge base and documentation for quick-win and first-level resolution
• You will perform queue management for assigning tickets to other teams and follow up for timely resolution while keeping track of SLAs
• You will ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and building strong relationships through understanding the problem, communicating promptly on progress, and handling customers with a professional attitude
• You will update checklists for quality assurance and progress tracking, following standard operating procedures
• You will ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs
• You will ensure crystal clear communication and documentation as a point of contact
• You will perform validations and verifications. You will report and properly document any errors that are detected
• You will perform software system operations and software installation for specific applications
• You will provide support for cloud migrated applications and utilize your expertise to initiate cost-effective cloud solution wherever possible, including but limited to building pipelines, code deployment, automations, monitoring, alerting, optimization, troubleshooting
• You will ensure that all the SLAs related to on-prem and cloud tasks related to production operations are met and any issue arising will be dealt with top priority by engaging relevant teams and resolving it in timely manner
  

All you need is...

• Bachelor's degree in Science/IT/Computer Science or equivalent
• Experience in Unix/Linux/Windows
• Experience in shell scripting
• Good knowledge of SQL
• Experience in Production Support/Application Support
• Experience in Cloud operations tasks and cloud migration activities
  

Even better if you have...

• Passion for automations, on-prem and cloud operations
  

Why you will love this job:

• You will get to show off your fine-tuned skills for resolving issues and helping the end-user
• You will be a key member of a global, dynamic, and highly collaborative team of skilled, experienced, and dedicated IT professionals with various possibilities for personal and professional development
• You will have the opportunity to work in a multinational environment for the global market leader in its field
• We provide stellar benefits from health to dental to paid time off and parental leave and even pet insurance! And the opportunity to participate in our Amdocs Employee Stock Purchase Plan!