Software Support Specialist (SQL, Unix, Grafana)

Responsible for providing outstanding technical support to a global customer base. Keeps ownership for the resolution of complex technical problems, including debugging, simulations, locating bugs, tool and script development for problem diagnosis, troubleshooting and reproduction. Contribute to operational activities such as billing, scheduling, and monitoring in a live production environment using various tools. Perform these tasks with utmost care to ensure smooth and error-free operations. • Engage in real-time monitoring, scheduling, and execution of production tasks, ensuring they are completed as planned. This includes: Task Coordination: Ensure all necessary resources and personnel are available and ready. Progress Tracking: Monitor task completion and adjust as needed. Feedback Loops: Use real-time data to inform decision-making and improve future processes. • Run and monitor batch jobs using tools like TWS, Maestro, and AtomIQ, ensuring daily SLAs are met. • Monitor live production alerts using the knowledge base, provide first-level resolution, and escalate to the L2 team with proper follow-up until closure. • Perform complete incident management, including ticket analysis, service interruption analysis, issue triaging, and follow-up with relevant teams for resolution. • Determine the best solution based on the issue and details provided by customers. • Contribute to meeting SLAs and critical metrics for the account and unit, such as responsiveness, resolution, and software quality SLAs. • Validate, verify, and correct system artifacts (reports, bills, event records, screens, etc.), and document any detected errors. • Perform basic software system operations, including using online screens, running maps and jobs, basic configuration/installation, and taking backups. • Ensure seamless handover between shifts and monitor and publish SLA achievement by tracking all KPIs. • Update checklists for quality assurance and progress tracking, following standard operating procedures.

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