Application Analyst (Customer Assurance)

Responsibilities:

• Provide timely and effective customer technical support for Netсracker's products/applications, which includes the following activities:

1. Identify, analyze and troubleshoot technical issues and provide cost-effective solutions.
2. Review and assess customer calls and change requests, and stream them according to customer priorities, contractual obligations and Netсracker business approaches;
3. Manage and monitor the customer issue internal lifecycle within Netcracker organization

• Work directly with solution delivery, product management, quality assurance and development teams to develop and improve products and services and troubleshoot software problems
• Work as part of the telecom service providers' transformation programs, providing wide range of services, such as Application Delivery (working closely with QA team), Application Support, Hosted or Remote Managed Services
• Make on-site trips to the leading telecom operators as required to provide services for Production systems for varying periods of time
• Handle customer meetings and presentations
• Organize knowledge transfer between project and support teams
• Train of new CS members
• Handle and resolve project risks and escalations from customers

Requirements:

• Higher Technical education
• Experience in customer support 2+ years
• At least 1 year of work experience with WebLogic Server and Oracle Server
• Knowledge of SQL for querying Oracle DB
• Knowledge of SW development/implementation methodologies (Agile and Waterfall)
• Ability to assume a leadership role; owning the job
• Strong troubleshooting and problem-solving skills; quick learner
• Consistently sound level of judgment and professional conduct
• Ability to multi-task, work under pressure, meet challenging deadlines
• Spoken and written English; Spanish, German, Italian, French and Portuguese will be considered a bonus
• Good communication and interpersonal skills
• Willingness and ability to travel

Would be a plus:

• Knowledge in OSS/BSS solutions, including Batch Billing and Real Time Billing products
• Enterprise software, telecommunications or call center background
• Knowledge/experience in the following concepts and technologies: NFV Cloud, SDN, Cassandra, Apache Ignite, Kafka, REST API, Microservices, Big Data, Machine Learning
• Ability to read Java code

We offer:

• Opportunities for career development
• Professional growth in the international business environment
• Opportunities to make business trips
• Medical insurance for employees and discounts for family members
• Friendly multi-cultural and multi-language atmosphere (constant foreign language maintenance and enhancement),
• Sports activities and corporate events, soft-skills development
• Work in modern and spacious office in one of the best business center located in Podil
• Salary will be discussed individually with the successful candidate