Software Engineer

So, what s the role all about

The Sustenance Engineer will oversee the end-to-end management of software incidents, ensuring timely resolution and effective communication with stakeholders. The role involves coordinating and collaborating on customer break/fix reports, performing root cause analysis, and coordinating with R&D teams and other departments. The ideal candidate will have strong technical knowledge, excellent problem-solving skills, and experience in identifying and resolving bugs within a software environment.

How will you make an impact

• Act as an R&D focal point for customer reported incidents, including replicating and diagnosing potential software bugs


• Consult with technical support on identifying bugs and proper use of products and features


• Optimize or develop incident management tools and technologies to enhance incident tracking and resolution


• Effectively manage escalated or high impact issues


• Provide clear and timely updates to stakeholders during incidents, including status updates and resolution timelines.


• Facilitate communication between tech support, R&D teams, and other relevant departments.


• Implement recommendations based on review findings to improve future incident response and prevention.


• Develop and deliver training programs for tech support and NOC teams to improve incident detection, escalation, and handling.

Have you got what it takes

• Bachelor/Master of Engineering Degree in Computer Science, Electronic Engineering or equivalent from reputed institute


• 2+ years of experience in technical troubleshooting, preferably in a software or IT environment


• Proven track record of managing complex incidents and coordinating cross-functional teams


• Strong technical knowledge of software systems and case management processes


• Excellent problem-solving and analytical skills


• Effective communication and interpersonal skills


• Experience with incident management tools and platforms (e. g. , JIRA, ServiceNow)


• Ability to work under pressure and manage multiple priorities

You will have an advantage if you also have:

• Relevant certifications (e. g. , ITIL, Incident Management) are a plus.

What s in it for you

Enjoy NiCE-FLEX!

Requisition ID: 7747Reporting into: