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Senior Support Engineer
3 months ago
ROLE PURPOSE (summary)
Support Engineer will provide production support (24/7/365) to BSS application suite and its associate interfaces.nKEY ACCOUNTABILITIES
Resolve the Incidents raised as per the defined standards of time, cost and quality for increased customer satisfaction.nPerform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAsnCoordinate with IT groups and external vendors and ensure effective application services to ensure reliability of all applications.nManage smooth coordination between offshore and onshore teams to provide efficient and timely resolution of the Incidents.nUpdate and act on the Incidents, Problems and changes within agreed SLA and document the KEDB & Runbooks from time to time.nAnalyse all business processes and ensure compliance to all controlled processes according to business requirement.nProvide daily support (24x7x365) with resolution of escalated tickets and act as liaison to business and technical leads to ensure issues are resolved in timely manner.nWork in shifts on a rotation basis and be provide on-call support.nSuggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect.nCoordinate with SI Delivery team to successfully deploy software releases in both User Acceptance Testing and Production environmentsnMonitor and provide support to workflows and provide expert knowledge on all workflow designs.nDevelop and maintain professional relationships with all online business teams and provide support to web store.nMonitor all alerts and escalate all issues for all procedures and systems.nCoordinate with various teams and raise support ticket for all issues, analyse root cause and assist in efficient resolution of all production processes.nParticipate in knowledge transfer to ensure better grasp of the product and domain.
Mandatory Skills:
n(Globalscape)nBSS experiencen– Information Builder (IB)nServer (Plus expert in SQL Query)nNow ITSM ToolnMetering Project support experience (preferably in Water Companies )
KEY RELATIONSHIPS
Reporting to Service MangernInterface with Key stakeholders of other streams (i.e. Delivery, Security, Service Design , Support Help Desk , Chage management)nProvide advice and support to workstreams Project Managers (i.e.
SI Delivery, Security, Service Design)nJOB SKILLS, QUALIFICATIONS & EXPERIENCE
Strong experience in production support environments and able to multi task in a pressured scenario and communicate effectively.nStrong technical experience in SQL Server, Qliksense, IB TIBCO with strong knowledge of Web based development.nTroubleshoot and resolve issues reportednTo document all defined processes and methods of ticket resolution for effective KeDB processes.nAble to delivery minor enhancements and changesnWell experiences in HOTs process to take handover of project to support.nExperience in ITIL processes towards Release and deployments, CCB and operations support.nExtensive hands on experience on applications dealing with high volume data.nExcellent debugging skills and log analysis skill to provide quick solution over existing application.nAble to maintain SLA driven approach for support and incident management.nShould ready to learn/adapt existing process and propose best process to improve.nWorking knowledge of Agile methodology.nEffective and proactive communication with stakeholdersnMetrics driven reporting and governance.nDevelops and promote development best practices and standards.nAdhere to the set up latest or project defined development methodology.
