*Job Title* Business Analyst/ Production Support Executive
*Relevant Experience (Yrs) * 1. Minimum 5 years of experience in a Level2 production support environment 2. 5+ years experience in UNIX scripting. 3. 5+ experience with Relational Databases is a plus 4. 5+ experience with DHTML, XML, XSLT, TCP/IP, SOAP UI, Web Service, UNIX, Oracle and Linux. 5. A basic understanding of billing systems is a plus 6. Strong customer service focus including an emphasis on customer satisfaction 7. Must demonstrate strong communication skills - both written and oral 8. Flexibility to adapt and respond to changing needs and requirements 9. Experience in MS excel and power point will be an added advantage. 10. Strong organizational skills including the ability to coordinate, prioritize, and manage multiple activities. 11. Demonstrated ability to meet or beat assigned targets and deadlines consistently *Total Experience Required* 5+ Years *Roles & Responsibilities* 1. Support end users in a Tier 2/3 capacity by answering questions and concerns related to the following a. Error messages from backend systems b. Data inconsistencies in Vision related backend systems c. Latency in response times d. Enhancement requests e. Functionality questions f. Triage issues from new releases 2. Escalate and coordinate fixes with tier 3 teams 3. Assist QA by ensuring test cases are properly covered in new releases 4. Assist QA by answering questions on functionality and escalating as necessary 5. Create daily/weekly/monthly/quarterly reporting and dashboards related to the following a. Tickets opened, tickets resolved, ticket time to complete b. SLA compliance for all tickets c. Open system issues d. Trending of issues by system/group 6. Create root cause documents and drive fixes to resolution 7. Maintain and troubleshoot application issues including performance concerns 8. Respond to user escalations and concerns through Remedy tickets and direct calls 9. On-call support after business hours 10. Consult with internal and 3rd party development teams on new functionality 11. Coordinate with internal and 3rd party development teams to work through issues and provide end user solutions 12. Work with other staff in project teams, including serving in a leading role from time to time 13. Support internal and external departments with application questions. 14. Assist with simple database update and reporting as needed 15. Assist with budget process including planning and architecture 16. Participate in conference calls and meeting as needed 17. Actively participate in department meetings and department training. 18. Perform miscellaneous duties on an “as needed” basis. *Generic Skills* 1. Strategic thinker (able to deal with complexity and create concise action plans) 2. Analytical problem solver (able to identify and clearly articulate problems and resolutions) 3. Able to balance customer, business, technical, and support considerations during problem solving and analysis 4. Able to manage multiple initiatives in a high volume technical environment 5. Superior verbal and written skills with the ability to present to groups 6. Thorough understanding of Cable or Telecommunications Business process and operations *Education * Bachelor’s Degree in Engineering or equivalent and above *Billing Rate* $40 per hr. *Work Location* Westchester, PA *No of Positions* Three Onsite. Warm Regards*,* * * *Deepak Mohan* *IDC Technologies | 1851 McCarthy Blvd. Suite 116, Milpitas, CA 95035 * *deepa...@idctechnologies.com* <deepa...@idctechnologies.com>* | 408-457-9399 ext 2052| **www.idctechnologies.com*<http://www.idctechnologies.com> * * * * *YM: dmstaffing31 | G Talk: dmstaffing * * * *(E-mail is the best way to reach me) *** * * *Disclaimer: * This message is for the named recipient(s) above and may contain confidential, proprietary or legally privileged information of IDC Technologies. If you have received this message in error, please immediately delete all copies of it, and notify the sender. Do not disseminate this message to anyone if you are not the intended recipient P Please consider the environment and do not print this email unless absolutely necessary. Save Earth!! -- You received this message because you are subscribed to the Google Groups "Oracle Developers" group. To post to this group, send email to oradev@googlegroups.com. To unsubscribe from this group, send email to oradev+unsubscr...@googlegroups.com. For more options, visit this group at http://groups.google.com/group/oradev?hl=en.
