Senior Technical Engineer

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.