Production Support Engineer

Job Description

Key Responsibilities:

Monitor and support the Amdocs billing system and associated processes (e.g., invoicing, rating, usage processing).

Respond to production incidents, perform root cause analysis, and provide permanent fixes.

Manage scheduled batch jobs using tools like Control-M or Autosys; handle job failures and alerts.

Collaborate with development, infrastructure, and QA teams to implement fixes and enhancements.

Analyze and debug application logs to identify issues; write shell scripts to automate recurring tasks.

Work closely with business stakeholders to understand and resolve customer-impacting issues.

Perform deployments, sanity checks, and post-release validations during release cycles.

Ensure SLAs, uptime, and performance metrics are consistently met or exceeded.

Document support procedures, common issues, and resolution guides.

Required Skills & Qualifications:

5-8 years of experience in production support or operations roles in a telecom/BSS environment.

Hands-on experience with Amdocs products such as Enabler, C1, UAA, or CRM systems.

Strong working knowledge of Unix/Linux and Shell Scripting.

Proficient in Oracle SQL / PL-SQL for data analysis and troubleshooting.

Experience with job scheduling tools like Control-M, Autosys, or similar.

Familiarity with incident management tools (e.g., ServiceNow, Remedy).

Strong analytical and problem-solving skills with attention to detail.

Ability to work in rotational shifts or provide on-call support as required.

Preferred Skills:

Knowledge of telecom billing processes such as mediation, rating, charging, and invoicing.

Exposure to monitoring tools like Splunk, Dynatrace, or AppDynamics.

Experience in supporting cloud-hosted environments (AWS, Azure) is a plus.

Basic programming knowledge in Java or Python is an advantage