Senior Support Engineer

2 weeks ago

Winchester Hampshire, United Kingdom HCLTech Full time
Job Description

We are hiring Senior Support Engineer. Below are details

ROLE PURPOSE (summary)

Support Engineer will provide production support (24/7/365) to CHM 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:

  • Java/J2EE
  • Jboss Fuse
  • Red hat EAP (Front end)
  • Splunk
  • (Plus standard SQL knowledge)
  • MQ
  • Now ITSM Tool
  • Smart Meter Knowledge
  • Understanding of Wireless communication related protocol.

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