Workforce Management improves resource planning streamlines time-consuming tasks and gives you visibility across sites and lines of business enabling your operation to deliver customer-winning service at the lowest possible operating cost.
Responsibilities:
As L2 and L3, collaborate with WFM R&D, Customer Success teams, Business Partners and Global Customer to address Workforce Management On-Prem & Cloud application related product issues.
Maintain quality internal and external communication throughout your analysis
Provide the highest level expertise and support to minimize R&D escalations.
Prioritize daily tasks, manage critical issues and ensure detailed and well-articulated RCAs to our customers.
Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other support engineers.
Initiate and perform changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
Involved as the subject matter expert (SME) for the other support engineers in projects for new releases and service packs of WFM application for both On Prem as well as Cloud
Education
University education or similar level obtained by work experience in Computer Science/ E&TC/MCA or BCA.
Technical requirements:
Should have an expert level Linux/Unix exposure on different flavor of Servers.
Should have good DB knowledge, Oracle/MSSQL.
Working knowledge of administrating UNIX, Linux or Windows servers.
Experience of supporting Web based applications
In-depth, hands-on knowledge of and experience with enterprise applications both on premise and cloud deployment
At least 4 years of technical experience within the industry and/or proven customer support experience Globally, preferably within Financial Institutes (Trading environments)
Having knowledge of the following (stated as keywords): Tetra systems, Voice Trading Solutions like IPC, Etrali and BT, Avaya, Cisco, Mitel, would be beneficial.
Good working knowledge (Certificates are very welcome) of: Windows Operating Systems, TCP/IP, Linux, Wireshark, EMC, MySQL and MS SQL Server Databases, Microsoft Office
Experience with Networking and IP/SIP communication analysis
Strong Telephony background would be an extra perk to have.
Good IT skills in troubleshooting and ownership from begin to end.
Other Required Skills:
Excellent verbal and written communication skills
Good communication and presentation skills in English. English is used on a daily basis
Strong troubleshooting and problem-solving skills
Ability to prioritize and execute tasks in a high-pressure environment
Self-motivated and directed, with keen attention to details
Team Player – ability to work well in a team-oriented, collaborative environment
Can handle stressful situations well.
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