About the Company

Amdocs is a global company that provides leading software products and services to empower organizations building the future of communication and media. They help clients accelerate cloud migration, differentiate in the 5G era, and digitalize and automate operations. Amdocs is publicly traded on the NASDAQ Global Select Market and reported revenue of $5.00 billion in fiscal 2024. The company’s mission is to enable its employees to ‘Live Amazing, Do Amazing’ by fostering a culture of impact, growth, flexibility, and connection, leading to meaningful lives and contributions.

Job Description

This role involves the design, development, modification, debugging, and/or maintenance of software systems. The Software Engineer will be responsible for ensuring the high-quality execution of processes, meeting service level agreements, and taking ownership of operational and environment-related issues. Key activities include proactive user issue management, root cause analysis participation, and incident review. The position requires meeting defined metrics, responding to customer inquiries, resolving problems, and driving discussions for critical issues. The engineer will also identify automation opportunities, improve alert monitoring, ensure compliance with audit processes, and create knowledge bases with repeatable procedures to reduce incidents. Responsibilities extend to monitoring applications and services, diagnosing and resolving incidents to restore services quickly, and monitoring server health, deployment status, certificate validity, and configuration changes. Advanced log analysis using tools like Splunk is essential for proactive troubleshooting and root cause determination. The ideal candidate will contribute to improving resolution times, operational efficiency, and incident quality, with the ability to understand business needs and manage 24×7 shifts.

Responsibilities

• Coordinate with stakeholders to drive incident/ticket closure.
• Ensure high-quality execution of processes and meet Service Level Agreements (SLAs) or Operational Level Agreements (OLAs).
• Take ownership of operational/environment issues and proactively manage user issues.
• Track activity status and actively participate in root cause analysis for incidents.
• Participate in incident reviews following major incidents.
• Ensure that key performance indicators (KPIs) and SLAs for the unit are met.
• Respond to customer inquiries and assist in problem resolution.
• Lead conference bridge discussions for critical P1 issues.
• Proactively identify areas for automation and improvements in alert monitoring.
• Ensure compliance with internal audit processes and identify trends of repetitive incidents.
• Create knowledge documentation with repeatable procedures to reduce incident frequency.
• Monitor assigned applications or services, diagnose incidents, and restore services swiftly.
• Monitor server health, deployment status, certificate validity, and configuration changes.
• Perform advanced log analysis using tools like Splunk for proactive troubleshooting and root cause identification.
• Understand business needs and manage 24×7 shifts.

Qualifications

• Working knowledge of Microsoft Office Suite (Word, Excel).
• ITIL/ITSM knowledge and certification are advantageous.
• Exposure to the telecom domain is beneficial.
• Willingness to learn and drive issues to resolution.
• Experience in creating dashboards, reports, and alerts.
• Proficiency in advanced Splunk searches, visualization, log parsing, and external table lookups.
• Extensive experience in monitoring and troubleshooting applications using tools like Dynatrace, Splunk, and Grafana for observability in large-scale microservice deployments.
• Ability to perform advanced triaging by analyzing logs to identify root causes of infrastructure issues.
• Experience working in ambiguous situations, under pressure, and with flexible work hours across multiple time zones.
• Effective communication and stakeholder management skills, including leading war-room discussions and providing rapid responses.
• Adaptability and resilience in ambiguous and high-pressure environments with flexible hours.
• Strong sense of urgency and sensitivity to production requirements.
• Good analytical skills and a systematic approach to complex problem-solving.
• Ability to collaborate effectively within a team and foster knowledge sharing.
• Commitment to learning from incidents and implementing improvements to prevent recurrence.
• Ability to make sound decisions under pressure, prioritize tasks, and determine the best course of action.

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Other Information

Amdocs offers opportunities for personal growth within a growing organization and challenges in designing and developing new software applications. The company is listed on the NASDAQ Global Select Market.

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