Duties and responsibilities

Work independently with problem analysis and in implementing workarounds through

proper observance of Supportstandards and conventions.
Analyze, diagnose, and provide workarounds until the fix can be supplied to the customer.
Provide technical expertise on Oberthur products and support fundamentals to internal or extern
al customers as required.
Assist all support team staff as required in order to meet deadlines and OT Customer supp
ort priorities.
Establish and maintain trust with the customer, providing technical assistance as required.
Provide input as required on product and customer specific functionality, configuration and usa
ge for training anddocumentation purposes.
Share skills and experience with other groups within the organization, with the aim of establi
shing consistency andimproving quality within the company.
Proactively and promptly identify and assist to resolve any relevant key issues and/or risks.
Understand, follow and improve upon all formally-
communicated methodologies, processes, policies, and values. Focusingalways on delivering consiste
nt, reliable, repeatable, scalable and quality outcomes.
Provide support and encouragement to other team members and participate in the up-
skilling and training of colleaguesand new staff.
Analyse failure and ensure operational recovery within agreed SLA through standard procedure or
ad-hoc workarounds
Work on continuous improvement process by analysing recurrent incidents and designing long term
solutions and by working with IT on monitoring improvements
Test and install bug fixes and patches
Be able to plan and run OTA campaigns. Do the coordination with the customer.
To follow up the commercial status with the customer.

Key relationship

Internal
Managers
Other Support teams
Operations Service Managers
Delivery teams

External
Customers
Third party vendors
Business partners

Mandatory requirements

Qualifications
 University degree in the field of engineering, mathematics or computer science, or equiv
alent experience includingprofessional programming, testing or technical background.

Technical Knowledge

Sound knowledge in the following areas:

Batch programming, monitoring, basic administration tasks and knowledge of

the tools for Unix (Linux Red Hat, Solaris) and Windows operating systems
Shell, Python Programming
Networks: TCP/IP, HTTP, Telnet, SSH
Telecom protocols (GSM) a strong plus
Web: Tomcat, Apache, JBOSS application server
N-tier architectures, High availability, Clusters
Databases: Oracle DB, MSSQL Server, MySQL, MariaDB databases administration and SQL/PLSQL
Programming knowledge in C/C++, Java
Security and key encryption mechanism
Experience in Open Source projects and tools suites is appreciated
Extra competences in the chip cards field is appreciated
Extra competence with core mobile network systems is appreciated (SMSC, GGSNs, HLR, etc.)

Interpersonal skills
The candidate must be curious, autonomous and highly motivated by new information technologies as the
tasks require performing in-depth technical tests with problem and root cause analysis

Fluent in English (read and written)

Another language is a plus (French,Portuguese,Spanish) (can communicate conveniently via
translate.google.com)

Strong analysis skills

Attention to details
Communicate effectively and professionally with customers and other third party companies
Ability to work and interact effectively in a team environment.