Website jodoworld Avhan Technologies Pvt Ltd

Humanizing Technologies

Reporting to

Head – Technology

# of people

reporting directly

3-4

Tech Support

Department

Avhan Tech Support & Deployment team plays a critical role in effective cloud services delivery and Customer Account Management. Avhan is delivery new possibilities in technology adoption and platform integration in the Digital Connected business world.Avhan Tech Support Deptt. manages all Support & Deployment activities, directly working with clients as well as internal Product Deptt., All activities are primarily performed remotely, with very occasional client-site level support, based on the issue\situation.

For US operations and operations in other geographies, plan is to work with outsourced partners in those locations, to facilitate effective management of local languages, culture and time zones, including P1 and P2, as well as infra setup.

The Avhan Tech Support Helpdesk is integrated with JodoWorld®, for customers tickets using multi-channel support access points.

The team operates an advanced helpdesk operation, primarily P1 and P2 level support, for Public and Private cloud installations for customers and their employees’ with the objective of ensuring excellent support on 24×7 basis (P1) and as per respective SLAs to all Avhan Tech customers.

Avhan Support Function is required to develop, publish and administer (train) best practices in implementation, change management / upgradation as well as trouble shoot for partners as well as for customers.

Specifics –

  1. Remote support is delivered via – “Avhan Support Exchange”( internal Avhan platform), and other remote access technologies, per respective client-permissions. Jodo Public & Private Cloud Services in multiple geographies are delivered either as colocation engagement with Cloud Data Center providers or with Cloud providers like AWS, Google etc.. Some heritage clients have premise-based DCs, in such scenarios there maybe an occasional requirement for one of the team to visit client location for specific issues.
    • In Public cloud services – team is responsible for set-up, testing and monitoring uptime of Jodo platforms and services, enabling scale-up and down based on utilisation, testing new upgrades and patches via staging server in one location and migration in all locations
    • In Private cloud services – apart from above-mentioned public cloud services, team also manages as well as additional responsibilities with customers regarding implementations, customisations, patch releases, change management and issue resolutions.
  1. For internal activities and team management, Avhan Tech’s internal Project Management tool is used.

Responsibilities

Overall key responsibilities –

  • Tech Support & Client SLA management
  • Deployment – Product solution, CRs, patches
  • Tech Projects
  • Communications and coordination with Client Tech Support teams & Mgmt

Specific responsibilities –

  1. Manage setup & delivery –
    • Provide Product support to customers for Help Desk Tickets
    • Private cloud instance of Jodo for customer
    • Public cloud instance of Jodo in different geographies
  1. Monitor & proactively identify –
    • Client SLAs – Support & Implementation – ensure compliance of internal and customer SLA for support ticket, up-time and change management
    • cloud instances for up-time, performance and maintain up-time SLA
    • error & exceptions logs
    • backup schedules of database, recordings, other data
    • system and team check points
    • daily infrastructure usage – identify under utilization of infra elements and consolidate it to reduce infra billing
    • infra utilization patterns and fine tune auto scaling parameters to minimize cost and improve product performance
    • routine & repetitive tasks
    • attempt automation, monitoring of identified points
    • Monitor cloud instances, servers for performance and bottlenecks
  1. Project Management –
    • Schedule and perform patch updates of Jodo Product, Database, operating system, and third party components
    • Plan and execute / manage implementation of Avhan products within defined timelines
    • automate process of patch updates
    • Prepare hourly / daily checklist, automate and monitor execution of checklist
  1. Effective communication and co-ordination –
    • Pro-active up-dating of clients to ensure smooth operations and high customer satisfaction.
    • Pro-active communication and effective discussion with internal colleagues given Team & Company objectives
    • Pro-actively co-ordinate with the development, QA teams and have an effective release process. (Cloud / SaaS / Services)
  1. Product Trainings –
    • Train customer technical teams for management of Avhan Systems at time of implementation and up-gradation.
    • Ensure effective client user trainings post implementation
    • Update and Deliver technical training for existing and new customers
    • Develop product FAQ for setup, operation and troubleshooting
    • Develop Product training videos for self learning, troubleshooting
    • Analyse follow-up \ repetitive queries or issues, etc. and attempt to reduce them working with various internal and external parties.
  1. Team Management –
    • Manage support team
    • Roster to ensure availability of support team all the time
    • Training of team
    • Hiring & Employee retention

Additional Job details

  • Avhan supports clients business operations across different global locations and you will required to work in shifts.
  • In emergencies, you may be required to extend working hours during critical situations or Holidays.

Educational Qualifications and General work Experience

  1. Educational –
    • B.E. / B.TECH / MCA / Mtech / M.E. / MSC
  1. Skills –
    • Excellent Communication skills – written and spoken – English
    • High process orientation
    • Leadership and team management skills
    • Excellent Customer Management Skills
    • Poject Management
    • Time Management
  1. Experience –
    • Essential –
      • At least 5 years of experience as individual contributor in technology implementation and management for Cloud Software Products in Enterprise, contact centers / SaaS / PaaS / IaaS organization, preferably international operations.
      • 1 to 2 years of managerial / supervisory experience
      • Best practices for software incident support, SLA matrix setup.
    • Experience in an Enterprise DC or Cloud Data Center environment

Essential Technical Skills & Experience

Experience in –

  • Managing Linux, Virtualization, DB clustering and Tomcat Web server deployment and best practices.
  • MySQL / MariaDB – Execute queries, performance monitoring, Backup / Restore
  • Management of Cloud based infrastructure (AWS, Azure, Google Cloud, Digital Ocean etc.)

Technical awareness of –

  • Firewalls, Proxies / Reverse Proxies, Load Balancer
  • Following protocols: SIP, HTTP / HTTPS, SMTP, POP3, IMAP, Strong understanding of networking technologies including TCP/IP, IPV6, DHCP, VLAN, QoS, VoIP, various WAN technologies (Leased Line, MPLS, VPN etc)
  • Knowledge of Information Security and Network technologies for cloud based solution delivery and management
  • Awareness of Asterisk, FreeSWITCH, Kamailio

Desirable Skills

  • Self-motivated, hard-working individuals with proven exceptional technical and achievements are sought.
  • Relevant exposure to either of following client industry verticals: BFSI, Travel, Insurance, BPO
  • Experience in Implementation, management & maintenance of VoIP solutions.
  • Using SIP / VoIP monitoring tools and exposure to Cloud unified communications and cloud Contact Center platforms
  • Knowledge of the software life-cycle process, release and change management processes and best practices.

To apply for this job email your details to hr@avhan.com