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 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 $5.00 billion in fiscal 2024. For more information, visit www.amdocs.com

In brief:

The role involves handling incidents and service requests from customers/end-user by following the standard methods and procedures of the unit. The role also involves understanding procedures, prioritization of incidents, channeling to the appropriate team, validation and verification of artifacts (reports, bills, and so on), and effective operation of the software system.

What will your job look like?

• Creating dashboards, Reports, Alerts, Advance Splunk Search, Visualization, log parsing and external table lookups
• Expertise with SPL (Search Processing Language ) and understanding of Splunk architecture, including configuration files.
• Wide Experience in monitoring and troubleshooting the applications using tools like AppDynamics, Splunk, Grafana, Argos ,OTEL, etc. to build observability for large-scale microservice deployments.
• Creating dashboards for various applications to monitor the health, network issues and configure alerts.
• Excellent problem-solving, triaging, and debugging skills in large-scale distributed systems
• Establishing and documenting run books and guidelines for using the multi-cloud infrastructure and microservices platform.
• Experience in optimized search queries using summary indexing.
• Solid knowledge and experience in monitoring the Splunk infrastructure.
• Develop a long-term strategy and roadmap for AI/ML tooling to support the AI capabilities across the Splunk portfolio.
• Diagnose and resolve network-related issues affecting CI/CD pipelines, debug DNS, firewall, proxy, and SSL/TLS problems, and use tools like tcpdump, curl, and netstat for proactive maintenance.

All you need is…

Key responsibilities:

• Perform triaging with available tools and identify/follow/document flows – need to be used as initial steps for every incident.
• Manage a call with multiple groups, even if there is no clear handle of the issue discussed.
• Be able to track and clearly log and report issues during a crowded troubleshooting call.      
• Perform ticket analysis, service interruption analysis, follow-up with relevant teams for resolution.
• Ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID).
• Effectively use the existing knowledge base and documentation for quick-win and first-level resolution.
• Effectively use experience gained from troubleshooting calls, to quickly learn the systems and connectivity between the different applications.
• Perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs. 
• Ensure timely resolution or escalation within the agreed SLA. Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.
• Follow standard operating procedure and update checklists for quality assurance and progress tracking.
• Ensure seamless handover between shifts.
• Monitor and publish the SLA achievement by keeping track of all KPIs.
• Ensure crystal clear communication and documentation as point of contact.
• Perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). Report and properly document errors that are detected.
• Perform basic software system operations. This involves using the online screen, running maps and jobs, basic configuration/installation, taking backups, and so on.
• Work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities.

Other Requirements:

• Technical/infra experience (5 years)
• Production outage-management experience (3-5 years)
• Excellent communication skills
• Multitasking abilities & Ability to Work under pressure
• Problem resolution
• Weekend support shift as per BU requirement
• shift hours hours on daily basis (shift may vary based on business needs)

Why you will love this job:

• You will be responsible for the integration between a major product infrastructure system and the Amdocs infrastructure system, driving automation helping teams work smarter and faster.
• Be a key member of an international, highly skilled and encouraging team with various possibilities for personal and professional development!
• You will have the opportunity to work in multinational environment for the global market leader in its field.
• We are a dynamic, multi-cultural organization that constantly innovates and empowers our employees to grow. Our people our passionate, daring, and phenomenal teammates that stand by each other with a dedication to creating a diverse, inclusive workplace!
• We offer a wide range of stellar benefits including health, dental, vision, and life insurance as well as paid time off, sick time, and parental leave!

#LI-AS1