Business AnalysisReflect customer needs by gathering business documents and technical requirements.Key advisor for customers based on product capabilities and best practices, leveraging reuse where applicable.Design high-level solutions that fit customers' business needs, production operability and budget. Participate/leads formal and informal reviews with stakeholders, applying knowledge and experience and providing technical perspective and support.Communicating the solution with customers' business and IT personnel. Explain the new details of new solutions and their impact on business processes.Ensure that the customer understands the solution and receive responses to all open questions and action items.Support the customer during the scoping phase in a specific domain up through and including customer sign off Prepare solution-related documents and specifications. Configures the solution, and creates, executes and maintains accurate and detailed test plans for testing when applicable. Support the resolution of configuration/ implementation related issues if and when they arise.Support and Managed servicesProvides engineering expertise to troubleshoot, modify and engineer software solutions and configurations to ensure the product/solution performs within optimal design specificationsInvestigate, debugs and reproduces issues, provides fixes and workarounds and verifies changes to ensure continued operability of the software solutionDemonstrate continuous improvements and increased efficiency to the software or business processes by utilizing Software Engineering tools, innovative techniques and the reuse of existing solutions.Contribute to meeting the SLAs and KPIs as applicable for the account and unit - for example, responsiveness, resolution, software quality SLAs, etcCommunicate with internal/external customers to enhance the understanding of customer problems, and verifies that an appropriate resolution has been applied.

Main Responsibilities: Management/TL of a technical team of Managed Services (MS) support and operations engineers, who provide on-site and remote support for a Comverse BSS customer. Maintains thorough familiarity with the Managed Services contract(s) signed with the customer. Works directly with the customer management and operations teams, and guarantees customer satisfaction. Adheres to SLA / KPI requirements. Manages and is responsible for the site P&L. Responsible for the daily management of the professional team. Identifies site staffing requirements and recruiting. Develops and builds the team's knowledge in Comverse BSS solutions and telephony business understanding. Builds, maintains and improves effective work processes. Involved in leading major on-site processes such as upgrades and downtimes. Identification and promotion of business opportunities at the customer site, with the aim of generating business continuity. Collaboration with Amdocs management, R&D, tiers 3 and 4, and other internal service suppliers. Follows Managed Services and support methodologies. Contributes to the ongoing improvement of Managed Services best practices.

Main responsibilities:Customer Satisfaction─ Building the relationships with key customer support / operation contacts─ Deliver Quarterly Business Review meetings (QBR) with the client─ Maintain the highest level of customer satisfaction. ─ Follow up on low score─ Define, implement and follow improvement plans.Malfunction Responsibilities─ Interfaces with the customer engineers & support managers─ Coordinate / consolidate the feedback on open cases─ Define priorities, define and follow Release delivery plans─ Regular backlog review with the client and internally─ Monitor the quality of updates from technical support─ Monitor the quality of Comverse deliverables─ Follow and coordinate the Change Requests─ Ensure the customer knows and follows Comverse procedures─ Lead the recovery and restoration efforts on Down Time events, handle the communication,─ Obtain and ensure quality of Root Cause Analysis for Down Time events.─ Ensure customer SLA is tracked and met,─ Ensure that Tier 1 and 2 support level contractual obligations will be met by the customer’s engineers─ Ensure customer’s logistic is adequate to the level of support expected─ Identify and delivery proactive support initiatives.Key Performance Indicators:─ Owns metrics and results:DT MTTR – Minimize the Mean Time To RepairNPR – Number of problem reported per systemAvailabilityMalfunction SLA.Closure Ratio (%) - Receive to Close SRED Malfunction – Average 8.3 with no item less than 7. Managed Services─ Detect Managed Services opportunities─ Help the Sales team to build MS offers─ Monitor the implementation of the Managed Services─ Follow the Delivery of MS (Planning, Communication with the client)Other responsibilities─ Maintain internal knowledge base on the clients (volumes, type of offers, etc)─ Coordinate the transition / handover between Delivery and Support (gating process)

Key Areas of Responsibility:• Interfacing & working with Client, Project Team, R&D Development organizations. • Performs Software Deployment tasks for new or ongoing projects – installation/upgrades. • Prioritizing and providing appropriate timely response to issues escalated from Project team/Client. • Planning & executing simple/complex software installs , database creations & upgrades of various BSS applications on Client test and production environment and Infrastructure components ( Operating system) • Providing technical and troubleshooting support to projects & team via site visits and remote system access. • Performing analysis and troubleshoot Software installation issues, debugging installation scripts, procedures, code. Logging Defects • Identifying, analyzing & Configuration of various parameters/files in various for Proprietary applications, OMNI middle ware based, WebLogic Middleware based, Oracle. • Providing and communicating technical solutions to internal teams, and delivery project teams. • Document site configuration and documenting installation & configuration procedures. • Application Support Role for integration & troubleshooting of Interfaces like Diameter/OSA/Soap based.

▪ Migration from existing mobile billing systems to Comverse solutions;▪ Integration of Comverse billing solutions with 3rd party interfaces;▪ Troubleshoot incidents related to Comverse BSS solutions, provide permanent solutions and workarounds;▪ Document customer’s requirements and create technical documents that describe the required configurations and the impact on systems and timelines;▪ Preparation of high level test plans documents based on the collected requirements and specific customer needs;▪ Working with R&D organization on customizations required to meet customer needs;▪ Testing of the implemented solution to ensure compatibility with the collected requirements;▪ Preparation of status reports for integration and testing progress;▪ Customer support during acceptance tests;▪ Deliver trainings to customers on product modules and system configuration;▪ System support during and after launch to ensure business continuity.

• Defines, develops and implements quality assurance practices and procedures, test plans and other QA assessments• Develop and execute software test plans in order to recognize software defects and their causes.• Identify standards, approaches, or procedures to determine product quality or release readiness.• Reading, analyzing, and interpreting technical documentation related to the software development project • Controlling the test configurations and environments on Windows operating systems.• Conduct historical analyses of test results• Develop Improvements to existing processes and practices in the course of testing • Troubleshoot issues found during testing to investigate where the root issue might be. Write up issues found during test for the development teams to be able to reproduce them