Qualification - B.E / B.Tech/ MCA/ B.Sc
We are looking for an engineer responsible for the items below:
Help support engineers investigate customer issues reported, troubleshoot and identify solutions and root causes;
Ensure prompt and accurate feedback to customers by email, by phone and in chat whenever required;
Ensure proper recording by doing regular audits and closure of all issues in the ticketing system , review and approve associate timesheets;
Ensure that problems are solved by applying the correct procedures and documentation, and providing feedback according to SLA;
Follow the correct SOP for proper escalation of unresolved issues to the appropriate internal teams;
Assist the team to document knowledge in the form of knowledge base technical notes and articles for internal reference.
Interact with R&D and Tech Pub Team when it is necessary and attend technical scrums;
Adhere to defined standards and measures for quality and customer satisfaction requirements;
Do reporting to higher management on monthly basis/whenever required,
Manage customer escalations by getting into customer calls when required;
Participate in weekly Steerco calls with customers;
QUALIFICATIONS, DESIRED SKILLS & EXPERIENCE
What you bring to the role:
Total experience should be between 10 Years to 15 Years
Working experience in (Windows Server/ Unix /Linux server) with at least one-year experience;
Good understanding in Azure/AWS cloud infrastructure .
Web Application Server Tomcat or JBoss ;
SQL MS SQL Server or Azure SQL or PostgreSQL;
Good understanding of e-commerce application and the concept of BSS and OSS .
Familiar with different management reporting tools such as MS Project.
Familiarity with issue tracking systems (e.g. Atlassian JIRA, Freshdesk, Zendesk);
Analytical mindset, detail oriented, and passion for digging into log records in attempt to identify root cause of a reported issue and create executive summary for top management;
Basic understanding of telecommunications billing process: resource usage calculation and service invoicing (how customer is getting billed for his purchases, what documents are used)
E-commerce processing: how customer can pay for his services using some payment processing center
Bachelors/Masters degree in Engineering (preferably Computer Science) or equivalent;
Communication and interpersonal skills;
Logical and Analytical Thinking;
Problem solving and investigation;
Understanding of system logs and experience with troubleshooting/monitoring utilities;
Practical experience with some hosting software like services (basic configuration, troubleshooting);
Time management and ability to deliver on deadlines;
Ability to work both independently and cooperatively with others;
Additional pluses are:
Has experience of Web development (static HTML+CSS, framework-based websites) from the very beginning (like domain name registration) to website to hosting deployment; web
Any background in software development would be a big plus;
ITIL, PMP/Prince 2 Foundation
Prior experience of managing a team of L2 and L3 support engineers.
Interested candidate can share their resume on email@example.com or call me on 8420577308