Technical Support Manager
CurrentComplete understanding of our OSS/BSS Billing products, proprietary tooling, system architecture and redundancy concepts. Monthly emergency Rota ‘Red’ Engineer dealing with outage resolution for our telco customers within SLA. Extensive work with Linux/Solaris monitoring of system/troubleshooting – CPU usage, services, processes, diskspace etc/analysis/shell scripting with extensive reg exp to data mine or selectively modify gigantic CDR Event data files very efficiently/Cron set up. Product Log analysis and the set up/use of test bed/simulation to arrive at root cause of issues; Oracle RAC work using both Oracle and our product tooling; monitoring, log analysis, preliminary analysis of ASH/AWR reports, data replication troubleshooting, use of Oracle notes to solve strange issues. backup restore set up and troubleshooting (EMC networker /RMAN), Recommendations to customer re data management and to optimize general system stability and performance. Resolution of blockers with team members. Documents delivered to customer explaining details on outages/resolution, redundancy concepts, architecture, MOP. Very hands on, extensive communication with customers, co-workers, managers. Currently in GCP Associate Cloud Engineer certification training sponsored by company for all L2s. Also training on Offer Manager and related issues.