Network & Security Cloud Specialist/Architect

As a Customer Support Representative, you will be the first point of contact for customers reaching out via IVR (inbound calls), chat, and email. You will be responsible for resolving customer issues within defined SLAs, delivering a high-quality customer experience, and proactively identifying upsell or cross-sell opportunities.

This role is performance-driven, with clear KRAs and KPIs focused on resolution speed, ownership, customer satisfaction, and proactive support.

Key Responsibilities

1. Customer Issue Resolution & Productivity:

• Handle inbound calls, chats, and email tickets professionally and efficiently.
• Ensure accurate ticket creation and categorisation in the CRM for every interaction.
• Resolve customer issues within defined SLAs (majority within 4 business hours).
• Maintain high First Contact Resolution (FCR) for IVR and quick First Response Time (FRT) for chat.
• Maintain high availability and responsiveness during assigned shifts.

2. Customer Experience & Satisfaction:

• Deliver a positive, empathetic, and solution-oriented experience on every interaction.
• Maintain high CSAT scores by setting correct expectations and closing issues completely.
• Ensure customers clearly understand the resolution provided before closing tickets.

3. Ownership & Accountability:

• Take end-to-end ownership of assigned tickets until closure.
• Avoid unnecessary escalations by resolving issues at first touch wherever possible.
• Proactively follow up on pending cases and ensure closure within SLA.
• Escalate only when required, with complete context and documentation.

4. Revenue Signals, Cross-sell & Proactiveness:

• Identify and share qualified upsell, cross-sell, or referral opportunities during customer interactions.
• Highlight relevant MyOperator products or features based on customer needs.
• Share opportunities clearly with the Account Manager via CRM or defined processes.

5. Process Adherence & CRM Hygiene:

• Follow defined support processes, workflows, and communication guidelines.
• Ensure accurate and timely updates in CRM for all tickets and interactions.
• Participate in new process rollouts, tool adoption, and team initiatives.

Skills & Competencies:

Must-Have Skills:

• Strong verbal and written communication skills (English required; Hindi/regional language is a plus).
• Customer-first mindset with problem-solving ability.
• Ability to multitask across calls, chat, and tickets.
• Comfortable working with CRM tools and support dashboards.
• Willingness to work in shifts, including weekends if required.

Good-to-Have:

• Prior experience in B2B SaaS, telecom, or customer support roles.
• Experience handling chat or omnichannel support.
• Basic understanding of CRM or cloud communication platforms.

Behavioural Expectations:

• Ownership-driven: sees problems through to closure.
• Process-oriented but customer-centric.
• Comfortable working with targets, SLAs, and scorecards.
• Open to feedback, coaching, and continuous improvement.
• Team player who collaborates well with TLs and Account Managers.

We are looking for a skilled and passionate Data Engineers with a strong foundation in Python programming and hands-on experience working with APIs, AWS cloud, and modern development practices. The ideal candidate will have a keen interest in building scalable backend systems and working with big data tools like PySpark.

Key Responsibilities:

• Write clean, scalable, and efficient Python code.
• Work with Python frameworks such as PySpark for data processing.
• Design, develop, update, and maintain APIs (RESTful).
• Deploy and manage code using GitHub CI/CD pipelines.
• Collaborate with cross-functional teams to define, design, and ship new features.
• Work on AWS cloud services for application deployment and infrastructure.
• Basic database design and interaction with MySQL or DynamoDB.
• Debugging and troubleshooting application issues and performance bottlenecks.

Required Skills & Qualifications:

• 4+ years of hands-on experience with Python development.
• Proficient in Python basics with a strong problem-solving approach.
• Experience with AWS Cloud services (EC2, Lambda, S3, etc.).
• Good understanding of API development and integration.
• Knowledge of GitHub and CI/CD workflows.
• Experience in working with PySpark or similar big data frameworks.
• Basic knowledge of MySQL or DynamoDB.
• Excellent communication skills and a team-oriented mindset.

Nice to Have:

• Experience in containerization (Docker/Kubernetes).
• Familiarity with Agile/Scrum methodologies.

Mandatory Skills 

1. Very strong hands on experience of web technologies: - HTML JavaScript,  HTML5/CSS3,
2.      3 + years of UI Development Experience
3. Has implemented coding patterns and built UIframework
4. Cross browsers support/experience and knowledge of DOM manipulation on different browsers
5. Performance enhancements on web page load and execution
6. Experience with tools like   Firebug.
7. Basics knowledge on Ajax, jsp etc.
8. Experience in Adobe Photoshop & Adobe Dreamweaver to mock up UIelements.
9. Knowledge in any prototyping tools.
10. Use responsive web design to create applications that automatically conform to multiple screen sizes/devices.
11. Conduct usability testing to identify and fix UIissues
12. Familiar with popular UIlibraries like Sencha, AngularJS, ExtJS & JQuery
13. Collaborate with business analyst to discuss user interface requirements and brainstorm UIideas.

Job roles and Responsibilities: 

• Ability to develop UIframework on JavaScript and CSS which confines to requirement of Solutions.
• Ability to work on cross browser compatibility
• Develop reusable components.
• Work closely with other developers in the team

• Participate in requirements analysis and design 
• Development of Web applications and RESTful APIs using C#, .NET Core, ASP.NET Core, .NET Framework 4.7, C#, ASP.NET MVC, LINQ, Entity Framework 6.0, EF Core
• Development of Microservices using Clean Architecture, CQRS, .NET Design Patterns, SOLID Principles and Object-oriented design & analysis (OOA & OOD)
• Development of Microservices using Microsoft Azure or AWS, Dockers and Kubernetes
• Write clean, scalable code using .NET programming languages (C#)
• Write Microsoft SQL queries and optimize both external and internal DB processes and procedures.
• Use automation tools, following CI/CD best practices in an established DevOps team.
• Write unit and integration tests using Moq
• Collaborate with internal teams to produce software design and architecture
• Develop documentation throughout the software development life cycle (SDLC)
• Serve as an expert on applications and provide technical support  

Computer Operator duties and responsibilities

• Identifying and correcting file and system errors.
• Performing data processing operations according to a business production schedule.
• Performing backup procedures to reduce the risk of data loss.
• Maintaining computer equipment and inventory and organizing repairs as needed.

Senior Software Engineer I

Primary Responsibilities

• Designs, codes, debugs, optimizes, and releases both frontend and backend components as well as internal tools.
• Performs code reviews of pull requests.
• Assists junior engineers with development and SDLC processes.
• Works closely with QA analysts for feature and regression testing.
• Writes and maintains unit, integration, and acceptance tests.
• Helps select and incorporate new tools and technologies.
• Drives continuous improvement of best practices within the development team.
• Identifies and recommends where increased automation, performance enhancements, application enhancements, and quality enhancements may be incorporated.
• Remains flexible and responsive to changing priorities and multiple, concurrent responsibilities.
• Keeps current with emerging technologies and technological developments within the industry.

Education & Experience

·      Level of Formal Education:

o  Bachelors or 5 years of professional experience

·      Area of Study:

o  Computer Science or related field

·      Years of Experience:

o  5+ years

·      Type of Experience:

o  Software Engineering

·      Special Certifications or Technical Skills:

o  n/a

·      Information Systems:

o  C#, .NET Framework, JavaScript, SQL Server

·      Technical Competencies:

o  n/a

·      Skills and Ability:

o  C# (or similar language)

o  JavaScript / Node.js

o  SQL Server (or similar relational database management system)

o  Object-oriented design

o  Unit, integration, & acceptance testing

o  Git (or similar version control system)

·      Personal Attributes:

o  Accountable, analytical, methodical, strategic, situational awareness

·      Other/Preferred:

o  Full Stack Development experience

o  Experience or interest in learning:

§ REST web services / microservice architecture

§ Continuous integration & continuous delivery

§ Behavior-driven development

§ GraphQL

§ Docker containers

§ Cloud technologies (e.g. serverless architecture / AWS Lambda)

Performance Testing

With C#/Java, and basic coding knowledge.     

At Regions, the Performance Engineer conducts a

wide range of quality control tests and analysis to ensure that software meets or exceeds specified standards and end-user requirements as well monitor the performance of the production systems.

Primary Responsibilities

• Collaborates with other engineers to develop

testing and monitoring approaches

• Focuses on assurance in the areas of error

rates, response times, and impact to infrastructure

• Designs, scripts, configures, and run

performance tests to validate production readiness of software applications and

infrastructure for stability and performance

• Supports testing needs of new projects,

infrastructure upgrades, and application enhancements by validating application

functionality against documented test cases

• Uses dashboards that enable efficient

monitoring of applications and systems running in production environments to

troubleshoot issues and report finding.

1. B.E/ B.Tech / MCA in computer science or a related field
2. 6+ Years of Java/J2EE work experience.
3. Minimum 6 months in Team Lead position.

1. Object-Oriented design, patterns, algorithms, data structures
2. Well knowledge about Spring Hibernate framework.
3. Exposure to React JS / Angular JS.

1. Experience with SQL/No-SQL database technologies – MySQL, Mongo dB, Cassandra, Redis, PostgreSQL, etc.
2. Good working experience in OpenStack/AWS & cloud application development and deployment
3. Experience in Web services (REST or SOAP)

1. End to end web development experience is highly preferred
2. Good understanding of unit testing methodologies.
3. Good analytical and communication skills
4. Startup work culture mindset.