Technical & Business Operations Analyst

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 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 $5.00 billion in fiscal 2024. For more information, visit www.amdocs.com 

At Amdocs, our mission is to empower our employees to 'Live Amazing, Do Amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world.

In one sentence

This position requires Monitoring and first level support for Amdocs internal IT Infrastructure which includes it’s Servers, Datacenters, Network, and applications in 24*7 shifts spread across Amdocs regions globally, by following the standard methods and procedures of the unit, prioritizing, and troubleshooting the incidents, channeling it to the appropriate team, validating and verifying the artifacts (Alerts, reports and so on), and effectively operating the supporting software systems/tools

What will your job look like?

• Monitoring of global internal IT infrastructure and applications in 24/7 working mode through multiple monitoring systems.
• Provide first level support to Amdocs internal users on Linux and cloud (AWS, Azure) related issues and requests though Phone, chat and emails.
• Perform Monitoring alerts and customer tickets analysis, service interruption analysis, triaging of issues, troubleshoot and follow-up with relevant teams for quick resolution of the reported incidents.
• Run methods and procedures to provide resolution to known/recurring issues.
• Effectively use the existing knowledge base and documentation for quick-win and first-level resolution. Also, contribute to enhancing the existing knowledgebase.
• Ensure that all required ticket information is available for further analysis (for example, screenshot of error and troubleshooting steps performed).
• Perform queue management for assigning tickets to other teams and follow up for timely resolution while keeping track of SLAs.
• Ensure timely resolution or escalation within the agreed SLA. Create positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude.
• Follow standard operating procedure and update checklists for quality assurance and progress tracking.
• Ensure seamless handover between shifts.
• Perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, event records, screens, and so on). Report and properly document errors that are detected.
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All you need is...

• Bachelor's degree or equivalent experience ranging from 5 to 9 years. Preference for computer sciences or technical degree.
• Expertise in NOC/application monitoring environment.
• Expertise on the Monitoring tools like Microfocus OBM, Schneider EBO, Appdynamics, HP SolarWinds, and ITSM tools like Service Now,
• Knowledge of ITIL and relevant business processes.
• Knowledge of common IT troubleshooting tools, diagnostic tools, and resolution methods.
• Excellent verbal and written communication skills.
• Certification or relevant technical Expertise in Linux system administration, VMware virtualization or Cloud support.
• Good understanding of Networking and Windows servers concepts and relevant experience.
• Expertise in backup tools like Commvault and knowledge of general backup tasks.
• Technical Knowledge in Scripting languages, experience in automating jobs is an added advantage.
• Expertise in using general MS Office and end-user applications.

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.