Incident Management Specialist/Production Support
- Seattle, WA
- Permanent
- Full-time
Employment Type: [Open for Full-time / Contract]Client : Confidential : Telecom Domain
Primary Skills: SQL, Splunk, Postman
Secondary Skills: Basic coding skills in C++ or Java, Oracle, MongoDB, Cassandra DB, GitLab, Jira
Domain: Telecom BillingNo. of Openings : 20Candidate worked in Amdocs Organization is highly preferred DON'T SUBMIT NON AMDOCS CANDIDATESJob SummaryWe are seeking a skilled Incident Management Specialist with strong domain knowledge in Telecom Billing, preferably with experience in Amdocs products. The ideal candidate will be adept at diagnosing and resolving complex technical issues, performing root cause analysis, and working across systems and teams to ensure service continuity and rapid issue resolution.Key Responsibilities
- Lead and manage incident resolution efforts for telecom billing applications.
- Perform detailed troubleshooting and root cause analysis across application layers and infrastructure.
- Query and analyze data from Oracle, MongoDB, and Cassandra DB to support investigations.
- Review and interpret logs using Splunk and server logs on Linux/Windows environments.
- Collaborate with development and support teams to ensure timely resolution and documentation of incidents.
- Use Postman and Swagger for API testing and validation during incident triage.
- Track and manage incidents using ServiceNow and Jira, ensuring proper escalation and communication.
- Apply basic coding skills in C++ or Java to understand and debug application-level issues.
- Contribute to continuous improvement of incident response processes and knowledge base.
- Experience with Amdocs telecom billing platforms or similar systems.
- Strong analytical and problem-solving skills.
- Ability to work under pressure and manage multiple incidents simultaneously.
- Excellent communication and coordination skills across technical and business teams.
- Bachelor's or master's degree in computer science, Engineering, or related field.
- 4 to 10 years of experience in incident management or technical support roles.
- Proficiency in SQL and log analysis tools like Splunk.
- Working knowledge of telecom billing systems and cloud-based technologies.