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 approximately 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 $4.89 billion in fiscal 2023.

In one sentence

The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit.

What will your job look like?

•    You will perform ticket analysis, service interruption analysis, triaging of issues, and follow-up with relevant teams for resolution.   
•    You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) 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 validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). You will report and properly document any errors that are detected.        
•    You will perform basic software system operations, using the online screen, running maps and jobs, basic configuration/installation, and taking backups.
•    You will work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities. 
 

All you need is…

Primary responsibilities of IM :
1.    Overseeing Incident Management Process:
I.    Lead the incident management process, coordinating with team members involved in resolving incidents.
II.    Respond promptly to reported service incidents, identify their causes, and initiate the incident management process.
2.    Prioritizing Incidents:
I.    Assess incidents based on urgency and their impact on the business.
II.    Ensure timely resolution and restoration of provided IT services.
3.    Documenting Incident Protocols:
I.    Produce clear and concise documents outlining incident protocols.
4.    Collaborating with the Team:
I.    Work closely with the incident management team to ensure diligent adherence to protocols.
II.    Log all incidents and track recurring malfunctions for process improvement.
5.    Adjusting and Communicating:
I.    Continuously refine the incident management process as needed for effectiveness.
II.    Report major system issues to higher management.
6.    Requirements:
I.    Education: Bachelor’s degree in Information Technology, Engineering or a related field.
II.    Experience: At least three years of experience in IT Service Management or a similar role.
7.    Skills:
I.    Good communication skills with strong knowledge of IT Service Management.
II.    Familiarity with monitoring tools.
III.    Excellent analytical and problem-solving skills.
IV.    Prioritization and Time Management skills.
V.    Stress management & Conflict Resolution.
VI.    Decision making and team collaboration.
VII.    Adaptability & flexibility.
 

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 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.