Advanced Software Support Specialist

Kimberly Hume is looking to hire a Advanced Software Support Specialist to work a 6 month rolling contract based in Kinshasa (Congo DRC).

Job description:

The Managed Services and Support group, a member of Delivery & Customer Enablement organization, is responsible for supporting client solutions, which have been built upon Openet’s product suite, including modules such as Mediation, Balance Manager, Policy and Charging, etc. The group acts as the Single Point of Contact (SPoC) for any general inquiries and outage management regarding our solutions.

The Senior Operations Engineer role will involve system monitoring and status reporting, call handling, problem analysis, technical troubleshooting, system validation, maintenance activities and crisis management on critical incidents by sustaining clear communication and setting up expectations. The professional may also be involved in deployment activities from specification to post-deployment monitoring and reporting.

Main Responsibilities:

• Act as the primary contact for some of our customers regarding Openet Solutions;
• Proactively perform technical/operational tasks on the environments under your responsibility, including administration and monitoring of system performance and resources, housekeeping, backup, interfaces with external systems, etc.;
• Operation of virtualized/containerized solutions, on private and public clouds, using Linux, Kubernetes, Helm and automated procedures (e.g. scripts, orchestration, CI/CD Pipelines, etc.)
• Post-Production Automation (e.g., scripts, CI/CD Pipelines);
• Track internal and external queries on open items originating to, or from, Operations;
• Problem Diagnosis including debugging of alarms and alerts;
• Collect measures and identify trends that indicate system performance and health;
• Outage management, providing regular updates and managing customers’ expectations;
• Escalation of issues within Openet and customers’ organizations as appropriate;
• Operational handover to resources working on different shifts, if applicable on each case;
• Track environmental and system changes;
• Keep the post-deployment documentation up to date after any changes;
• Production/Validation/Execution/Enforcement of Checklists and Guidelines;
• Enforcement of Openet’s and Customer’s quality standards and processes (e.g. Incident / Problem / Change / Configuration / Communication / Information Management, etc.);
• Availability to execute and/or to assist our internal/external customers on the execution of Maintenance Windows. Most times those activities are planned, but unplanned activities shall also be expected (e.g. emergencies). Most non-production-related Maintenance Windows are expected to be executed during business hours, while most production-related Maintenance Windows are typically executed outside normal business hours;
• Proactively contribute on the improvement of Managed Services processes and tools.
• Attendance to Operational Meetings (which can be Daily, Weekly and/or Monthly);
• Communication and follow-up on Operational Issues with other groups;
• Prepare FAQ and articles to update our internal Knowledge Base;

Personal/Professional Attributes:

• Excellent interpersonal communication skills, to create and sustain a clear, trustful and respectful relationship with your peers, managers and customers;
• Ability to work on own initiative and as part of a team
• Ability to Multitask / Attention to Detail
• Customer-oriented behaviour (Sense of Ownership).
• Strong analytical skills to drill through key metrics and performance drivers;
• Ability to clearly articulate a vision and positively influence your peers to achieve a common goal.

Knowledge and Experience:

• Essential
  • Previous experience in Customer Production Operations and/or Support (3-5 years minimum)
  • Technical, hands-on experience with Unix/Linux Operating Systems, mainly regarding environment administration, process automation and shell script implementation.
  • Hands-on experience with cloud environments (e.g., Kubernetes, CI/CD pipelines, etc.);
  • Familiarity with commands and tools such as tcpdump, Wireshark, SoapUI, etc.;
  • Working knowledge of Databases and SQL;
• Useful
  • Understanding of design and development methodologies;
  • Familiarity with application servers, load balancers, firewalls, network configurations, etc.;
  • Previous interaction with Openet’s Products;

Requirements:

• Undergraduate degree required; an advanced degree is desirable.
• English (Native, Fluent of Full Professional Proficiency).
• Availability to travel in the region on a regular basis if you are requested to do so;
• Valid Passport