Senior Product Sustenance Engineer
Senior Product Sustenance Engineer
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
As a product sustenance engineer you will work with a team of professionals in our L2 Support Team to provide users a high quality product experience taking care of Incident resolution as well as Service Requests.
Daily work includes a high portion of trouble shooting and requires technical skills to drive issues to resolution. You will use ServiceNOW ticket system to follow up on Incidents Service Requests and Problems and apply ITIL principles.
Responsibilities:
- Proactive professional technical support service for applications following ITIL guidelines. Adopt ITIL principles to resolve Incidents and Service Requests and manage Problems.
- IT support and maintenance of business applications to ensure the effective and efficient functioning of global business operations.
- Create and maintain comprehensive documentation and knowledgebase to ensure support maintenance and recovery of all IT systems.
- Work selforganized to process incoming requests keep backlog under control and take urgent action in high priority situations.
- Work closely and collaborate with the Information Technology and Operations teams to support systems and process improvements.
- Create productive relationships with key users vendors and colleagues to ensure timely and efficient resolution of incidents/problems.
REQUIRED EXPERIENCE AND SKILLS:
Experience:
- Strong Computing and or IT background with at least 58 years of related work experience.
- eCommerce domain will be highly preferrable.
- Strong IIS and webbased application knowledge. Especially troubleshooting knowledge of Web Server App Server and DB Server is a must.
- Working knowledge of MS SQL Databases is a must
- ITIL foundation certification is a must with clear understanding of Incident Management Problem Management techniques of RCA and good understanding for the need of SLA
- Experience with Observability platform like Grafana for trouble shooting monitoring and alerting is a must.
- Working knowledge of ESB or Message Queuing (MSMQ) is an added advantage
- Experience with REST based WebServices and microservices is an added advantage
- Exposure to agile DevOps and/or automation is desirable.
Skills:
- You have attention to detail and are motivated by high quality results.
- Ability to adopt new technologies and learn how to master them in order to conduct troubleshooting and monitor stability of ITServices.
- Have the mindset of a cross functional team member with all the skills necessary to serve our customers.
- Processes high domain knowledge meaning very good understanding of the business applications and functionalities.
- Selforganizing with the ability to work both independently and as part of a team.
- Critical thinking and analytical skills with troubleshooting and complex problemsolving ability is a must.
- Excellent verbal/written communication skills. Fluent in English.
Additional information
Personal Qualities:
Excellent analytical and problemsolving skills
Excellent verbal and written communication skills
Successful teamwork experience
Proven ability to transfer knowledge and stay aware of current trends and technical advancements
Ability to articulate and present different pointsofviews on various technologies
Qualifications :
BE Computer Science/MCA or any other Bachelors degree with the right experience
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
