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 approximately 30,000 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 $4.89 billion in fiscal 2023.

In one sentence

Sets up, installs and maintains the software environments for any product permutation

What will your job look like?

Key responsibilities:

• Coordinate with all required stakeholders and drive relevant incidents/tickets to closure.
• Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
• Take ownership of operational/Environment related issues, be proactive when dealing with user issues, and track the status of activities. Actively participate and bring added value to root cause analysis. Participate in Incident review following major Incidents.
• Ensure that metrics, such as KPIs and SLAs set for the unit, are met.Respond to enquiries from customers and help resolve their problems.
• Drive discussion on conference bridges during planned maintenance window, non-BAU situations. 
• Proactively identify automation areas, alert monitoring improvements.
• Ensure compliance with various internal audit processes such as client-requested audits, and so on. Identify potential problems and/or increasing trend of repetitive Incidents.
• Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents.
• Monitor assigned applications or services and investigate and diagnose incidents to restore failed applications or services as quickly as possible.
• Monitor server health, deployment status, certificate validity, and configuration changes.
• Perform advanced log analysis using tools like Splunk to identify and troubleshoot issues proactively to to determine root causes.
• This role focuses on significantly elevating the quality of incident handling by enhancing the team’s capabilities through advanced triaging, in-depth troubleshooting, and the strategic implementation of basic automation. We are seeking a candidate who can directly contribute to improving resolution times, operational efficiency, and overall incident quality by strengthening these critical skill sets.
• Ability to understand business needs and manage 24X7 shifts.

All you need is…

Required Technical Competencies:

• Working knowledge of Microsoft tools like Office, Word, Excel.
• Working knowledge of incident management tool like Jira and monitoring and logs analysis tools like Splunk, Argos , Grafana , SOAP UI will be an advantage.
• ITIL/ITSM knowledge and certification would be an added advantage.
• Having exposure to telecom domain.
• Excellent Communication Skills.
• Willingness to learn drive issues towards resolution. 
• Infrastructure Background:
• Experience in managing server deployments, ensuring server health, and monitoring certificate validity.
• Proficiency in configuration management and troubleshooting infrastructure-related issues.
• Strong understanding of log analysis using tools like Splunk, Argos, Grafana or similar logging solutions.
• Ability to perform advanced triaging by analyzing logs to identify root causes of infrastructure issues.
• Proficiency in manual testing for rapid issue verification and basic sanity flow checks, utilizing tools like Postman/curl for API testing.
• Experience in working in ambiguous situations, working under pressure, and flexible work hours (across multiple time zones)

Required Behavioral Competencies:

• Effective Communication & Stakeholder Management: Ability to independently lead war-room discussions with multiple stakeholders and provide rapid, clear responses to customer queries.
• Adaptability & Resilience:  Ability to work effectively in ambiguous situations, under pressure, and with flexible work hours.
• Sense of Urgency & Ownership: Production-oriented with a strong sense of urgency and sensitivity to production requirements.
• Analytical Thinking: Good analytical skills , coupled with the ability to systematically approach and resolve complex problems.
• Collaboration & Teamwork: Ability to work effectively within a team environment, fostering cooperation and knowledge sharing. Incident management often requires coordinated efforts across multiple teams.
• Proactive Learning & Continuous Improvement: Demonstrated commitment to learning from incidents, identifying areas for improvement, and implementing changes to prevent recurrence.
• Decision-Making & Judgment: Ability to make sound decisions under pressure, often with limited information. This includes prioritizing tasks and determining the best course of action.

Why you will love this job:

• You will have the opportunity to work in multinational environment for the global market leader in its field!
• As you will support excellent products, you will be able to assemble relevant data, identifies trends and root causes, and draws logical conclusions to develop solutions
• You will have extensive opportunities for professional development.
• We are a dynamic, multi-cultural organization that constantly innovates and empowers our employees to grow. Our people our passionate, daring, and phenomenal teammates that stand by each other with a dedication to creating a diverse, inclusive workplace!
• We offer a wide range of stellar benefits including health, dental, vision, and life insurance as well as paid time off, sick time, and parental leave!