The Lead Support Engineer will play a crucial role in monitoring, debugging, and optimizing Azure integration services-based integrations across our critical business systems. You will be responsible for ensuring these integrations run smoothly, efficiently, and securely, thereby supporting our core business operations. Key Responsibilities: Monitor the health and performance of integrations between Unicommerce, Netsuite ERP, WMS, and Store POS (Wundersoft) using Azure integration services. Identify, diagnose, and resolve issues within the integrations, ensuring minimal downtime and adherence to SLAs. Collaborate with cross-functional teams to understand integration needs, implement new integration solutions, and enhance existing workflows for optimal performance. Develop and maintain comprehensive documentation on integration architectures, configurations, and troubleshooting guides. Lead and mentor a team of support engineers, fostering a culture of continuous improvement and learning. Stay abreast of the latest Azure integration services features and best practices, applying this knowledge to our integrations strategy. Implement security measures to protect data and integration points across all systems. Provide regular reports on integration performance, issues resolved, and improvement initiatives. Required Skills and Qualifications: Bachelors degree in Computer Science, Information Technology, or a related field. At least 3-5 years of experience in a support engineering role with a strong focus on Azure integration services. Proven expertise in troubleshooting and optimizing integrations between systems like OMS, ERP, WMS, and POS. Solid understanding of cloud architecture, particularly Azure, and experience with Azure Logic Apps, Azure Functions, and Azure API Management. Familiarity with Unicommerce, Netsuite ERP, WMS solutions, and Store POS systems, particularly Wundersoft. Excellent problem-solving skills and the ability to work under pressure. Strong leadership skills with experience managing or leading a team. Exceptional communication and collaboration skills, with the ability to explain complex technical issues to non-technical stakeholders.
We are looking for a talented Support Engineer to provide Level 1 support and technical assistance to our client's e-commerce and order management platforms. The ideal candidate will have experience in resolving issues related to e-commerce systems and will work on-site at our client's facility in Gurugram. This role requires a deep understanding of platforms like Unicommerce and Magento and a commitment to ensuring seamless operations for our client's e-commerce business. Responsibilities : On-site support at the client's location in Gurugram, India. Provide Level 1 support for e-commerce and order management platforms, including but not limited to Unicommerce and Magento. Assist end-users in resolving technical issues, answering inquiries, and troubleshooting problems related to the e-commerce systems. Monitor system performance and report any anomalies or irregularities to the relevant teams. Collaborate with cross-functional teams to ensure efficient issue resolution and maintain effective communication with stakeholders. Document and maintain accurate records of support requests, solutions, and system configurations. Contribute to the improvement of support processes and knowledge base documentation. Stay updated on platform updates, best practices, and industry trends to provide informed support. Requirements : Bachelor's degree in Computer Science, Information Technology, or a related field. 0 to 1 year of experience in Level 0 support activities in e-commerce and order management platforms, with a strong focus on Unicommerce and Magento. Strong analytical and problem-solving skills with a keen eye for detail. Excellent communication and interpersonal skills to effectively interact with end-users and colleagues. Proficiency in troubleshooting software and hardware issues. Knowledge of e-commerce systems and their operations. A customer-centric mindset with a commitment to delivering exceptional service. Ability to work independently and in a team, adapting to a dynamic and fast-paced environment. Willingness to be on-site at the client's location in Gurugram, India.
Job purpose / Impact on the Business: The Support Engineer will work as part of the Managed Services Team, providing a single first point of contact for Ayatas customers, for the resolution of incidents and the administration of service requests/minor enhancements. The job holder will be required to accurately assess diagnose and resolve issues ensuring a detailed description is supplied, within the ITIL incident toolsets. The aim of the Support Engineer is to resolve as many of these incidents as possible and to monitor, track, own the communication ref the resolution of incidents by development if required. Key accountabilities: Responsible for providing support for managed services in line with customer Service Level Agreements Provide a single point of contact for all customers, processing and coordinating timely responses to incidents and keeping customers appraised of progress to achieve incident resolution within agreed service levels. Incident tickets are monitored into the various Service Management toolsets (customers toolsets are also used) and liaise. With development if required to ensure that all incidents are resolved within SLA Maintain incident and alert tickets in the Service Management toolset with accurate information relating to actions taken, escalation and resolution. Escalate any incidents that can not be resolved by managed services to the appropriate team. Take ownership of the customer incident or request and see it through to resolution. Create a positive impression of the managed services by building a rapport with the customer, focussing on business needs, and delivering best possible customer service. Communicate customer updates in a positive and professional manner. Perform trouble shooting and incident resolution. Work with 3rd Party suppliers to resolve incidents. Play an active role in contributing to and maintain a knowledge base of technical documentation used by fellow team members or customer incident teams. Maintain and enhance the procedures, training documentation, knowledge. base and other supporting documentation to ensure that managed services is as self-sufficient as possible. Completion of Tasks and service requests Complete a successful hand over at the start of each day in the DOP so managed services support is aware of all things. Adhere to processes & policies (e.g., ITIL): Incident management, Problem management, Service Management toolsets, SLA management, performance reporting; responsible for ensuring consistent execution of processes, as applicable. Measures : - Engineer productivity Compliance with standard operating procedures Compliance with agreed escalation and communication processes Maintenance of a service knowledgebase End-user satisfaction / dissatisfaction ratings Improved incident resolution rates within the service desk Adherence to process, policy and procedure and defined support KPIs/ SLAs/OLAs Reduction in technical and customer escalations in relation to the incident management process Key interfaces (internal and external): The key people, functions, and organisations (internal and external) with whom any job holder would be expected to interact to carry out the role effectively. Our customers Projects/Development Support Manager Head of Managed Services Partners Skills and Capabilities Profile: Leadership / management / personal / technical skills and knowledge : - Proactive individual able to work in a fast-paced and constantly changing environment. Excellent and demonstrable interpersonal and communication skills, both verbally and written Customer focussed attitude with positive approach. Treats all customers with respect and courtesy. Excellent telephone manner, listening and empathy skills. The ability to tailor personal approach to deal with customers with different levels of understanding. Problem solving and diagnostic skills. Team player; works with and supports the rest of the team. Shares ideas and innovations Flexible and adaptable to change. Good knowledge of service management toolsets and best practice e.g.: Jira Service Management, Confluence, ADO, MS Teams, REVO Proven experience & understanding of Fluent OMS, Workflows Span of technical knowledge to encompass MS Windows, Networking, MS Office suite. Adherence to IT policies and processes to ensure consistent quality of service. Proven track record of least 1 2 years in Managed Services, Support Desk Awareness of ITIL4, ideally with Foundation certification