CRM Maintenance Engineer (BSS)

SUMMARY:
We are looking for an Experienced CRM Maintenance engineer to join our team and execute Management of Routine and Preventative Maintenance activities for the CRM system, ensuring that all maintenance activities are done according to SLA.

POSITION INFO:

Main Purpose of the Role.

To ensure that processes and Routine Maintenance activities (Monitoring, backup, upgrading, patching and so on) of the CRM are done according to schedule to meet SLA.

Summary of Responsibilities:

Preventative maintenance (installation of service packs, patches, hot fixes, etc.)

Fault Resolution - Service Restoration - Escalation to 2^nd Level - Record, track, and document the resolution process and decisions taken through to final resolution.

Analyze trends for ways to prevent repeated future problems.

Communicate CRM Application issues to management, development teams, end users, and unit leaders.

Participate in discussions with customer teams and other teams.

Test fixes, conduct post-resolution follow-ups, ensure problems have been adequately resolved.

Manage, Mentor, assign work to, and organize training for junior CRM operation team members.

Develop new report format and structure based on new requirement and Generate reports for external client.

Identify, assess and manage risks within CRM domain, and react to risk as required.

Perform security checks for all operations and audit all changes.

Ensure correct procedures are followed to shut down and bring the system up

Identify and learn appropriate software applications used and supported by the department.

Collaborate with service integration and business architects in conceptualizing and development of new solutions and applications.

Take charge of various KPIs of CRM.

On-demand data querying, exporting and importing.

Requirements:

4 Years’ Experience in maintenance of CRM in Telecoms, Experience in development and implementation would be an advantage (e.g; Saleforce, ICX, Clarify, Sybrin, AMDOCS, etc).

A Degree / Diploma in Computer Science, Telecommunication, System design or similar.

Basic Knowledge and Understanding of Programming / Software Development Tools and Languages (C++, UNIX, Oracle).

Knowledge of database queries like PL/SQL and SQL.

Soft Skills Required:

Good customer service attitude, excellent communication, Logical thinking approach and strong problem-solving skills.