Technical & Business Operations Analyst / Lead (Gurgaon / Pune)

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

Prioritize, plan, and assign tasks to team members based on ability/focus for the day

What will your job look like?

• You will lead and mentor a small team within a specific task or project
• You will be responsible for processes, KPIs, and communication within the project
• You will identify process changes that lead to efficient operations and sets the processes for the benefit of the team, ensuring process alignment and team mentoring
• You will also have hands-on work as an analyst whenever required, guiding and assisting teams in problem resolution, providing technical coaching, mentoring, and knowledge management
• You will guide team to resolve technical issues, come up with new ideas, and enhance processes as required for bill audits, running maps, service desk tickets
• You will guide and assist team to identify and analyze production issues, track recurring issues, identify ways to prevent them, or suggest a permanent fix

All you need is...

• 6 years of relevant industry experience
• Excellent communication skills and ability to respond to customer queries quickly
• Ability to understand business needs and manage 24X7 shifts
• Good hands-on technical knowledge
• Excellent domain knowledge in incident handling, production management, and audit processes
• Experience in a complex global, matrix organization working across multiple time zones
• Experience in working in ambiguous situations, working under pressure, and flexible work hours
• Production-oriented with a sense of urgency and sensitive to production requirements.

Why you will love this job:

Technical & Business Operations Analyst/ Lead:

Work location:- Pune / Gurgaon

PSB the JD as mentioned below:

Skills required:

1. Good Technical knowledge of Linux/ Unix / MySQL
2. Exposure of Ticketing Tool i.e. BMC Remedy / Service Now
3. Required Excellent Communication Skills
4. Having experience in Call/Bridge handling
5. Handling Operational Incident / Reporting
6. Experienced in Customer Handling
7. Automation Mindset
8. Preferred Telecom domain knowledge 
9. Flexible to work in shifts  (24 x7 )
10. 3- 8 Yrs. of experience