Customer Service & Support Jobs in Bengaluru, India (Now Hiring) — 3,709 open — Page 98

Snapshot

Synchronoss Technologies (Nasdaq: SNCR), a global leader in personal Cloud solutions, empowers service providers to establish secure and meaningful connections with their subscribers. Our SaaS Cloud platform simplifies onboarding processes and fosters subscriber engagement, resulting in enhanced revenue streams, reduced expenses, and faster time-to-market. Millions of subscribers trust Synchronoss to safeguard their most cherished memories and important digital content.

 

We are seeking a fulltime team member for our fantastic Network Operations Center in India. 

• This is a great chance to join a fantastic Team with phenomenal career opportunities.
• We welcome Freshers and Returners to the workforce. Diversity is at the heart of who we are.
• We are seeking quick learners with exceptional communication skills.
• The ideal candidates must have attention to detail and thrive in the NOC arena and be open to innovation and change. 
• The current team are a diverse mix of dynamic and enthusiastic professionals who enjoy fast paced career development and have fantastic opportunities to develop their career with us.
• The ideal candidates must be comfortable in an NOC environment, ready to troubleshoot client-side issues, monitor the health of our systems and applications and specific Transformation project activities as we continue to grow our Team and business.
• Our NOC Engineers play a critical role for Synchronoss in delivering highly scalable and reliable cloud platform solutions to our customers.  
• The NOC is at the heart of our Customer Success and all we do.

How you will help:

• Provide world-class customer support to internal and external customers
• Monitor the networks to ensure their availability to all users
• Use your ability to manage multiple high-priority issues under pressure
• Respond to automatically generated alarms produced by NOC monitoring software and by using tools and/or engaging Tier 2 & 3 support
• Facilitate Internal Bridge and send status updates during outages and severity 1 system issues
• Perform up checks on the various applications to ensure connectivity
• Monitor Facility Systems such as HVAC and power generators.
• Process and prioritise customer requests by phone, e-mail, for service-related assistance applying to a variety of technologies
• Identify, diagnose and resolve problems of moderate complexity affecting network performance
• Follow prescribed trouble and operational procedures, and aid in refining them to suit internal and customer needs
• Perform notifications and follow prescribed escalation procedures
• Document trouble tickets as actions are taken
• Record, update, and maintain outage notifications and announcements
• Shift-based role that may include weekends
• Rotational support may be required
• Any other duties as determined to be needed by Management, suiting the intent of the role
• Expected job duty breakdown: monitoring 80%, troubleshoot 5%, incident management 5%, training 5%, general administration 5%

Who we have in mind:

• Working knowledge of Linux
• Basic knowledge of a database, preferably Oracle/Casandra database
• Basic knowledge of network elements.
• Excellent written and verbal communication skills and bridge handling capabilities
• Working knowledge of monitoring tools, including but not limited to
  • Grafana (Prometheus, Thanos), SolarWinds
• Proactive production monitoring knowledge, preferably for Cloud services, Analytics services 
• Very good analytical skills and initial troubleshooting skills for most production issues
• Very good documentation and coordination skills (both internally and externally)
• Flexible to work a 10-hour shift based on the company's needs
• Hands-on experience in Incident Management, ITSM – Problem Management (RCAs), CAB, CCT and change coordination/change management
• Working knowledge of security alarms, monitoring and log analysis (SOC)
• Very good presentation skills

It would be great if you had:

• Associate degree; or equivalent experience and/or training; or, combination of both
• ITIL Foundation certified/experience in ITIL principles
• Assists the LAN Operations Support Technician team when required
• Assist SNCR SRE team with non-production application builds on REL (Redhat Enterprise Linux) environments. This includes bringing the application down, stopping web logic, deploying new code tags, restarting web logic, bringing up the application and then testing proper functionality
• Promethues, Thanos, Grafana administration which includes working with development teams to create and apply appropriate SQL expressions and triggers to properly alert stakeholders of potential problems to SNCR production environments.
• Experience: 2 to 5 years

What we offer:

Synchronoss is proud to be an equal opportunity employer. As a global company, we value and celebrate diversity and are committed to a workplace free from discrimination and harassment. We take pride in fostering an inclusive environment based on mutual respect and merit. We are at our best when our workforce is dynamic in thought, experience, skill set, race, age, gender, sexual orientation, sexual expression, national origin and beyond.