Job Description

• Remote, India

Hi, I'm Aswathi Girijamani, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

At CSG, you're more than your resume. We want your diverse perspective and unique background to help us enrich the work we do together. We believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary. This is your opportunity to join one of our high-performing teams. Channel the power of YOU and begin the journey to becoming a CSGer

Is this opportunity right for you? We are looking for candidates who have:

• Bachelor’s degree in information technology; Computer Science, Engineering, related field, or equivalent experience.
• 10+ years of work experience in IT support in Telecom industry or related fields.
• Hands-on Experience in Remedy / Helix ticketing system w.r.t. Incident Management.
• Experience with ensuring compliance with SLAs and OLAs.
• Hands-on experience in scripting (SQL, PLSQL, Unix, Powershell windows scripting).
• Experience in CSG ROUTE product would be an added benefit.
• Experience in ITIL processes would be an added benefit.
• Experience in Operations & Support roles in Telecom domain will be preferred.
• Experience in driving process improvement efforts to meet SLAs and expected levels of service to internal and external stakeholders.
• Experience in providing technical Support to customers by resolving reported issues.
• Experience in handling customer escalations, including troubleshooting and providing feedback to the customer.
• Experience in problem management, change management, knowledge management, MIM/Critical/P1 calls, RCA documentation, AAS reports.
• Open for People management role as needed.
• Open to work in different business timezones and be on-call 24/7 as per the organizational needs.