The Senior Core Support engineer provides in-depth support for technical issues, which are escalated from CRM & ServiceNow by Customer during the ATR phase of the project. These technical issues may/will be critical in nature, time consuming, and require expertise of the product and services.
The Senior Core Support engineer is responsible for driving these technical issues to resolution, fully documenting the resolution, and cross training peers/Program teams. Senior Core Support engineer works directly with other departments within the organizations, such as Development, Engineering, Software Quality Assurance (SQA), and Product Management. Candidate is required to have in-depth knowledge of the Company software and hardware products, company business and our customers’ business functions, and superior customer service and troubleshooting skills.
MDMS is a technical Product and complex in nature. It requires good SQL and Unix skills. Candidate should be able to write complex SQL queries, run day to day Unix commands and should be able to read packages and Procedures. Having database knowledge is a plus.
Areas of Responsibility / Tasks:
Ensure Customer Relationship Management (CRM) / ServiceNow cases are fully documented and resolved or escalated to Development within Service Level Agreement (SLA) guidelines
Provide root cause analysis & trouble shooting for the product support issues.
Provide support on weekends/holidays (if needed) for Critical and High severity issues
Install system releases
Good knowledge in SQL, Unix, Python and javascripts. Oracle DB knowledge is a plus.
Well versed with ITIL practices and Protocols from support background.
Should have prior knowledge in deployment, Implementation, performing disaster recovery activities.
Comfortable to work in rotational shifts.
If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you.
Job Title: Senior Engineer, Technical Support
Requisition ID: 15001
Location:
Noida, UP, IN
Workplace Type:
Career Level: Experienced
Date Posted: Jul 4, 2022
Department: Information Technology Designation : IT Lead / Project Manager / IT HEAD Yrs of Exp: 7+ yrs On-site work:...
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