Key responsibilities will include but not be limited to the following:
·         Provide first and second level office hours support for customers via live telephone support, customer generated web queries, and other support channels, including on-site operations, as required.
·         Assign tasks to other support engineers, plan and prioritise tasks for the support team
·         Provide 24/7 on-call support  for global deployments
·         Perform root cause analyses and resolve software faults in accordance with service level agreements. analysis and resolution efforts with other product specialists and with the software development group.
·         Plan and execute maintenance actions both remotely and onsite.
·         Undertake project specific activities such as developing technical documentation, specialized training or utilities/tools as required by customers and/or the support organization.
·         Maintain on-going record of problem analysis and resolution activity in on-line call tracking system.
·         Create and update technical content in on-line knowledge base.
·         Work within and measure against customer SLAs

Essential Criteria:
·         An 1st/2nd Class Honours degree in Computer Science, Software Engineering or Electrical and Electronic Engineering (or equally relevant subject)
·         At least 2 years experience in a similar role
·         Proven knowledge of GSM network technology
·         Experience of Unix (Solaris and Linux preferred)
·         Experience in troubleshooting reported problems
·         Good fault diagnosis ability
·         Experience in the delivery of high quality customer support
·         Proactive approach to work
·         Ability to work as part of a team and to lead a team
·         Strong interpersonal skills
·         Ability to provide out-of-hours customer support
·         Ability to provide on-site customer support where required.
·         Availability to travel to other Aepona sites when required
·         Excellent English language spoken and written communication skills

Desirable Criteria:
·         5+ years experience in a similar role
·         Software development experience using C++/Java and Unix
·         Experience with any of the following would be an advantage: SS7, SIP, CORBA, XML, SOAP, HTTP, SQL, Diameter
·         Experience in working to Customer Service Level Agreements
·         Team  leadership experience
 
What we Offer
·          Competitive  and an attractive Salary
·          Additional Training and Development
·          Medical and Insurance benefits
·          Great working culture

Aepona International Lanka (Pvt) Ltd.
123, 4th Floor,
Bauddhaloka Mawatha,
Colombo– 4.
Tel: 2510300
www.aepona.com
jobs@aepona.com