Job Title: EMS/NMS - Application/Production SupportLocation: Irving or Richardson, TX, and Tampa, FLDuration: Long Term Contract

Skills: Application/Production Support, L2/L3, Tickets, CI/CD, and EMS/NMS

• Responsible for providing Tier 3 (L3) customer support by researching, diagnosing, troubleshooting, resolving incidents, and supporting software bugs and other technical problems.
• Excellent verbal and written communication skills
• Must have experience in the role of 24/7 Production Support and Maintenance activities. Work on different shifts.

Requirements:

• Strong knowledge in Tech Skills (Java)
• Good Understanding of Telecom O/BSS applications
• Good Understanding of support cycle and Production deployments
• Excellent problem-solving and analytical skills
• Experience in handling support tickets. Ticket management efficiencies i.e. response time, resolution time, providing regular updates, SLAs. Own RCA submission for P1/P2 tickets within SLA. Automating repeated tasks is a MUST to have
• Responsible for providing Tier 3 (L3) customer support by researching, diagnosing, troubleshooting issues, resolving incidents, and providing support for software bugs and other technical problems.
• Excellent verbal and written communication skills
• Must have experience in the role of 24/7 Production Support and Maintenance activities. Work on different shifts.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Provide technical training and support to internal teams as needed.
• Experience in CI/CD
• Experience in using Jenkins with the ability to create and manage jobs in Jenkins
• Experience in processing and building JSON and XML data
• Experience in GIT
• Communicate with stakeholders to provide status updates on issues and resolutions
• Maintain detailed documentation of troubleshooting steps and issue resolutions.

Job Type: Contract

Salary: $50.00 - $55.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 7 years

Schedule:

• No weekends

Work Location: Hybrid remote in Richardson, TX 75080