Senior Support Engineer

2 weeks ago

Winchester, United Kingdom HCLTech Full time

We are looking for Senior Support Engineer for Winchester Location :


Below covers everything you need to know about what this opportunity entails, as well as what is expected from applicants.

ROLE PURPOSE (summary)

Support Engineer will provide production support (24/7/365) to BSS application suite and its associate interfaces.

KEY ACCOUNTABILITIES

Resolve the Incidents raised as per the defined standards of time, cost and quality for increased customer satisfaction.

Perform production support activities which involve assignment of issues and issue analysis and resolution within the specified SLAs

Coordinate with IT groups and external vendors and ensure effective application services to ensure reliability of all applications.

Manage smooth coordination between offshore and onshore teams to provide efficient and timely resolution of the Incidents.

Update and act on the Incidents, Problems and changes within agreed SLA and document the KEDB & Runbooks from time to time.

Analyse all business processes and ensure compliance to all controlled processes according to business requirement.

Provide 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.

Work in shifts on a rotation basis and be provide on-call support.

Suggest fixes to complex issues by doing a thorough analysis of root cause and impact of the defect.

Coordinate with SI Delivery team to successfully deploy software releases in both User Acceptance Testing and Production environments

Monitor and provide support to workflows and provide expert knowledge on all workflow designs.

Develop and maintain professional relationships with all online business teams and provide support to web store.

Monitor all alerts and escalate all issues for all procedures and systems.

Coordinate with various teams and raise support ticket for all issues, analyse root cause and assist in efficient resolution of all production processes.

Participate in knowledge transfer to ensure better grasp of the product and domain.

ROLE COMPETENCIES

Mandatory Skills:

  • (Globalscape)
  • BSS experience
  • – Information Builder (IB)
  • Server (Plus expert in SQL Query)
  • Now ITSM Tool
  • Metering Project support experience (preferably in Water Companies )

KEY RELATIONSHIPS

Reporting to Service Manger

Interface with Key stakeholders of other streams (i.e. Delivery, Security, Service Design , Support Help Desk , Chage management)

Provide advice and support to workstreams Project Managers (i.e.SI Delivery, Security, Service Design)

JOB SKILLS, QUALIFICATIONS & EXPERIENCE

Strong experience in production support environments and able to multi task in a pressured scenario and communicate effectively.

Strong technical experience in SQL Server, Qliksense, IB TIBCO with strong knowledge of Web based development.

Troubleshoot and resolve issues reported

To document all defined processes and methods of ticket resolution for effective KeDB processes.

Able to delivery minor enhancements and changes

Well experiences in HOTs process to take handover of project to support.

Experience in ITIL processes towards Release and deployments, CCB and operations support.

Extensive hands on experience on applications dealing with high volume data.

Excellent debugging skills and log analysis skill to provide quick solution over existing application.

Able to maintain SLA driven approach for support and incident management.

Should ready to learn/adapt existing process and propose best process to improve.

Working knowledge of Agile methodology.

Effective and proactive communication with stakeholders

Metrics driven reporting and governance.

Develops and promote development best practices and standards.

Adhere to the set up latest or project defined development methodology. Like TDD.

Strong and innovative approach to problem solving and finding solutions

Excellent communicator (written and verbal, formal and informal)

Flexible and proactive/self-motivated working style with strong personal ownership of problem resolution

Ability to multi-task and work independently with minimal supervision

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