Responsibilities: 
This Tier 2 Production Support Engineer is a Full Time position. The incumbent in this position will provide end user support of applications and all iconectiv products that are deployed in different geographic locations as well as in USA.  Strong Customer service, strong technical skills and other soft skills are non-negotiable, while basic PC, laptop and network connectivity troubleshooting skills are a must. We are looking for a Lead who has hands on experience for overseeing several Applications Support Engineers who are supporting proprietary and critical business applications while providing outstanding customer service. This person must demonstrate very good technical skills, very good communication skills (both written and verbal) have self-initiative and self-direction in a fast paced, growth oriented company.  

Key responsibilities includes:
•    Supports the restoration of the application and service operation as quickly as possible to minimize the impact to customer’s business operations.
•    Responsible for planning and coordinating all activities required to perform, monitor, and report on the incident remediation efforts. 
•    Shall act as the Point of Contract (POC) for all Major Incident support and coordination. Responsible for the effective implementation of the Incident Management process and ensuring that incidents are managed and reported in accordance with the ITIL Incident Management process.
•    Shall be the representative for the first stage of escalation for Incidents. 
•    Responsible for managing Tier 2 incident responses. 
•    Responsible for ensuring that all incidents are properly resolved and closed. Responsible for providing recommendations to the CBP Incident Manager for the continuous improvement of Incident Management Process. 
•    Represent iconectiv and act as the direct link/ liaison between our staff and the customer during day to day operations.  
•    Support the following types of calls, questions, or tickets:
o    Customer Service
o    Application Troubleshooting
•    Assimilate all provided training associated with the application, and processes/procedures    
•    Gain a full understanding of internal processes and assist as needed.
•    Participate in discussions & brainstorming, review sessions on architecture, design, and logic.
•    Work closely with a great, close-knit team.

Requirements: 
o    B.E degree in Computer Science, Electronics or Electrical Engineering is preferred 
o    5 to 8 + years of customer service experience
o    1+ years of supervisory experience is required
o    Excellent phone and verbal communication skills
o    Application support experience is a Must
o    Superior MS Office Skills
o    Strong business writing skills and the ability to author professional memos, reports, and correspondences
o    Experience with reporting, metrics, SLA management, and quality assurance
o    Strong organizational skills and the ability to build effective working relationships
o    Excellent work ethics and customer focus
o    Initiative, critical thinking and good follow through are key characteristics 
o    Any experience with Service Now or Jira  or similar ticketing system is a must
o    ITIL certification is preferred

Additional Skills:
•    Previous participation in a complete, ground-up product deployment
•    Familiarity with Java Application Middleware; specifically Red Hat JBoss Enterprise Advanced Platform is a plus
•    Understanding of Relational Database Management System concepts and writing SQL queries; especially in the Oracle Database product line is desired
•    Familiarity with the following languages and technologies: Java, SQL, JSON, HTML, JavaScript, Web Services, XML, CSS, Python, Shell, Source Control and Configuration Management tools
•    Strong organizational skills, attention to detail and the ability to handle multiple projects simultaneously while meeting deadlines.
•    Willingness to work in a 24/7 environments in case the need arises
•    Experience working with a diverse, global community is preferred
•    Develop the ability to sense issues and activities and communicate/escalate effectively

View full description Apply Bridgewater, NJ Operations 2444 location- bridgewater, nj
About iconectiv
At iconectiv, we envision a world without boundaries, where the ability to access and exchange information is simple, secure and seamless. As the authoritative partner of the communications industry for more than 30 years, our market-leading solutions enable the interconnection of networks, devices and applications for more than two billion people every day. We have intimate knowledge of the intricacies and complexities involved in creating, operating and securing the communications infrastructure for service providers, regulators, enterprises, aggregators and content providers. Our 5,000+ global clients rely on us for network and operations management, numbering, registry and fraud prevention solutions. We are proud to be enabling the world of tomorrow by making new connections today.

A US-based company, Telcordia Technologies, does business as iconectiv. For more information, visit www.iconectiv.com.

Responsibilities:
This customer support care center Lead is a Full Time position. The incumbent in this position will provide end user support of applications and all iconectiv products that are deployed in different geographic locations as well as in USA. Strong Customer service, strong technical skills and other soft skills are non-negotiable, while basic PC, laptop and network connectivity troubleshooting skills are a must. We are looking for a Lead who has hands on experience for overseeing several Applications Support Engineers who are supporting proprietary and critical business applications while providing outstanding customer service. This person must demonstrate very good technical skills, very good communication skills (both written and verbal) have self-initiative and self-direction in a fast paced, growth oriented company. Key responsibilities includes
Supports the restoration of the application and service operation as quickly as possible to minimize the impact to customer’s business operations.
Responsible for planning and coordinating all activities required to perform, monitor, and report on the incident remediation efforts.
Shall act as the Point of Contract (POC) for all Major Incident support and coordination. Responsible for the effective implementation of the Incident Management process and ensuring that incidents are managed and reported in accordance with the ITIL Incident Management process.
Shall be the representative for the first stage of escalation for Incidents.
Responsible for managing Tier 2 incident responses.
Responsible for ensuring that all incidents are properly resolved and closed. Responsible for providing recommendations to the CBP Incident Manager for the continuous improvement of Incident Management Process.
Represent iconectiv and act as the direct link/ liaison between our staff and the customer during day to day operations.
Support the following types of calls, questions, or tickets:
Customer Service
Application Troubleshooting
Assimilate all provided training associated with the application, and processes/procedures
Gain a full understanding of internal processes and assist as needed.
Participate in discussions & brainstorming, review sessions on architecture, design, and logic.
Work closely with a great, close-knit team.
Requirements:
B.E degree in Computer Science, Electronics or Electrical Engineering is preferred
5 to 8 + years of customer service experience
1+ years of supervisory experience is required
Excellent phone and verbal communication skills
Application support experience is a Must
Superior MS Office Skills
Strong business writing skills and the ability to author professional memos, reports, and correspondences
Experience with reporting, metrics, SLA management, and quality assurance
Strong organizational skills and the ability to build effective working relationships
Excellent work ethics and customer focus
Initiative, critical thinking and good follow through are key characteristics
Any experience with Service Now or Jira or similar ticketing system is a must
ITIL certification is preferred
Additional Skills:
Previous participation in a complete, ground-up product deployment
Familiarity with Java Application Middleware; specifically Red Hat JBoss Enterprise Advanced Platform is a plus
Understanding of Relational Database Management System concepts and writing SQL queries; especially in the Oracle Database product line is desired
Familiarity with the following languages and technologies: Java, SQL, JSON, HTML, JavaScript, Web Services, XML, CSS, Python, Shell, Source Control and Configuration Management tools
Strong organizational skills, attention to detail and the ability to handle multiple projects simultaneously while meeting deadlines.
Willingness to work in a 24/7 environments in case the need arises
Experience working with a diverse, global community is preferred
Develop the ability to sense issues and activities and communicate/escalate effectively
Relocation Benefits: This position is not eligible for relocation assistance.
Full Time Employee benefits:
Health care benefits
401(k) with company match
Holiday pay
Paid time off (inclusive of a volunteer day)
Tuition Reimbursement upon approval
On-site Gym

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Therefore, employees assigned may be required to perform additional job tasks required by the manager.
We are proud to be an EOE Minorities/Females/Protected Veterans/Disabled employer. The Company’s status is a VEVRAA Federal Contractor. Request Priority Protected Veteran Referrals. We maintain a drug-free workplace and perform pre-employment substance abuse testing.