L2 Application Engineer

Job Description

Industry: Telecommunications
Seniority for this role: Mid-Senior level
If digital transformation, next-generation technology, and growth opportunities excite you, then join our Netcracker Technology team! Our culture and collaborative work environment are the keys to our success. Here you will work with the best in class global teams, earn a competitive salary and contribute to the largest digital transformations around the world. What’s in it for you? At Netcracker, we are all entrepreneurs. This means we get creative when thinking of technical solutions, we explore possibilities and innovations and get excited about new technology. We take complete ownership of our roles and aren’t micromanaged or left feeling like just another number. The results we achieve are highly visible to our leadership team and we are recognized for our work and promoted accordingly. What’s the scope of this role? Working directly with application users and customer’s IT teams Providing timely and effective technical support for Netсracker’s applications and/or products that are in commercial use by the customer Identifying, analyzing and troubleshooting technical issues Restoring service and eliminating business impact, either by built-in system means or by providing workarounds using technical toolset (e.g. PL/SQL, code development, etc.) Providing cost-effective solutions for issues within Netcracker software, ensuring SLA compliance Performing application operational tasks (e.g. billing run, user grants configuration, etc.) Reviewing and assessing customer calls and change requests, and stream them according to customer priorities, contractual obligations and Netсracker business approaches Managing and monitoring customer issue lifecycle within Netcracker organization Working with client’s and/or Netcracker’s ticket tracking portal Interacting with all teams involved into support of complex multi-application systems (CRM, Provisioning, Integrations, Billing, etc.) Following incident and problem management processes (ITIL) Working as part of the telecom service providers transformation program, providing wide range of services, such as Application Delivery (UAT participation), Application Support, Hosted or Remote Managed Services Working on-site at telecom operator premises as required to provide services for Production systems for varying periods of time Participating in customer meetings to ensure issue resolution Organizing knowledge transfer between project and support teams Mentoring and training new team members What skills and experience will you need for this role? Higher degree in IT, Telecommunications or related areas (Preferably a Master’s Degree) 2+ years of experience in technical support of software applications or products 1+ year of work experience with Application and DB environments (e.g. WebLogic server and Oracle server) Consistently sound level of judgment and professional conduct Responsibility and focusing on results Good communication and interpersonal skills Knowledge of SQL for querying Oracle DB Strong troubleshooting and problem-solving skills Excellent spoken and written English language skills Willingness and ability to travel What other skills and/or experience could be useful for this position? Knowledge in OSS/BSS solutions, including batch and real time billing products Enterprise software, telecommunications or call center background Work experience with cloud solutions Knowledge/experience in the following concepts and technologies: NFV Cloud, SDN, Cassandra, Apache Ignite, Kafka, REST API, Microservices, Big Data, Machine Learning Work experience with common ticket tracking systems such as JIRA, Remedy, etc. Ability to read Java code We Offer Gross salary from € 3000 up to € 4500 depending on the level of your skills Medical insurance Work in Telecom projects where would be able learn new technologies and gain new experience More than 300 hard and soft-skills programs by the corporate career development center Open environment and encouraging knowledge sharing culture Flexible working hours and an opportunity to work remotely or in an office Who is Netcracker Technology? We are a forward-looking software company, offering mission-critical solutions to service providers around the globe. Our comprehensive portfolio of software solutions and professional services enables large-scale digital transformations, unlocking the opportunities of the cloud, analytics, virtualization, and 5G mobile networks. With an unbroken service delivery track record of more than 25 years, our unique combination of technology, people and expertise helps companies transform their networks and enable better experiences for their customers. Connect with us on LinkedIn and stay up to date on our company news! Show more Show less