Support Lead - ITSM, Telecom

Job Summary

Task Description: Role Overview
We are looking for an experienced Solution Support Engineer with strong hands-on expertise in IBM File Net, Business Automation Workflow (BAW), and exposure to Open Shift, Oracle, and Datacap. The role focuses on supporting enterprise automation workflows, content management solutions, integrations, and platform operations.
This position requires strong analytical skills, deep troubleshooting capability, and the ability to manage production incidents in a business critical environment.

---

Key Responsibilities:

⬢ Provide L2/L3 support for solutions built on IBM File Net, BAW, and Datacap platforms.
⬢ Troubleshoot workflow failures, content repository issues, and integration defects across automation components.
⬢ Support deployment, configuration, and operational activities on Red Hat Open Shift, including pods, deployments, logs, and scaling.
⬢ Perform root cause analysis (RCA) for production incidents and ensure timely resolution with permanent fixes.
⬢ Work with Oracle databases for data investigation, writing queries, performance tuning, and supporting data-related issues.
⬢ Collaborate with development and infrastructure teams to ensure platform stability and optimized performance.

Work Result: 100
Skill Area: Other
Technology: Other
Profi

Key Responsibilities

1. Troubleshoot And Resolve Critical And Complex Support Tickets Using Product Knowledge And Diagnostic Tools, Ensuring Minimal Disruption To Customer Operations.
2. Conduct Hands-On Root Cause Analysis For Critical Issues, Documenting Findings And Recommending Actionable Solutions To Prevent Recurrence.
3. Implement Preventive Measures And Best Practices To Reduce Future Defects And Improve Product Stability Based On Analysis And Feedback.
4. Provide Technical Assistance And Mentorship To Team Members In Resolving Escalated Customer Issues, Promoting Knowledge Sharing And Skill Development.
5. Lead Continuous Improvement Activities By Analyzing Support Metrics And Team Performance, Identifying Areas For Enhancement, And Executing Strategies To Elevate Service Quality.

Skill Requirements

1. Strong Understanding Of Product Support Processes For L1, L2, And L3 Tiers.
2. In-Depth Knowledge Of Troubleshooting Methodologies And Tools Relevant To Product Issues.
3. Excellent Analytical Skills For Conducting Root Cause Analyses And Developing Preventive Measures.
4. Solid Communication Skills For Effective Collaboration With Team Members And Customers.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For Understanding Service Management Best Practices.