Senior Technical Engineer - Troubleshooting/Product Support

Responsibilities : - Responsible for handling Level 2 analysis, trouble shooting and resolution. - Responsible for handling product queries. - Handling all the communication related to the assigned customer accounts. - Coordinating the issues internally and with outsourced partners, service providers and onsite/Client teams. - Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use. - Emergency Support handling on a 24/7 service level, with on call support during the weekend. - Implement workarounds to limit customer downtime. Subsequently follow-up and ensure implementation of permanent solution. - Participate or organize Technical Call Bridge to address technical diagnostics & collaboration with customers and partners. - Maintain all the connectivity and account details from a support perspective to provide efficient support. - Ensuring SLAs to better level than customer contract. - To execute tasks allocated by the reporting manager in a timely manner - Coordination with customer/partner SPOC for all technical aspects - Multitask and handle various tasks based on priority - Coordination with customer/partner SPOC for all on-site tasks on resolving queries - Incident management, reporting, Runbook, RCA preparation Required skills : - Programming Languages : Proficiency in Java and Python for application development and troubleshooting. - Cloud Technologies : Familiarity with Azure and its services for cloud-based applications. - Data Management Tools : Experience with database technologies such as SQL and MySQL, along with data integration tools like Informatica. - Incident Management Systems : Hands-on experience with ServiceNow and JIRA for incident tracking and resolution. - Monitoring Solutions : Familiarity with monitoring tools such as Dynatrace, Datadog, or Splunk for system performance analysis. - Job Scheduling Tools : Knowledge of Autosys for job scheduling and monitoring. - Operating Systems : Proficiency in working with UNIX and Linux systems. Required Skills : Java, ServiceNow, JIRA, Splunk, Python, Linux, Azure, Informatica, UNIX, SQL, Dynatrace Datadog, troubleshooting, MySQL (ref:hirist.tech)

Location: chennai, IN

Posted Date: 11/23/2024