Senior Technical Support Engineer

Job Description

• Managing ticket workload across a number of customers, escalating issues where appropriate, and providing resolution to issues
• Liaising with internal Customer Managers, Service Desk, Incident, and Problem Managers and Change Managers, whilst being involved in the management of major incidents and performance reporting
• Troubleshooting issues in the product (application and data), database server, web server (IIS), and networks, to minimize the risk of disruptions
• Communicating and escalating critical service failures through the Incident Management, Problem Management, and Senior Management teams
• Ensuring reviews are fully documented and actions are raised and fulfilled
• Being involved in changes to the service operation tools, processes, and working practices
• Assisting in defining and meeting SLAs, OLAs, and maintenance, as well as updates of the service catalog
• Assisting in building up the Services Support Knowledgebase and promoting more 1st- line support resolution by the Global Service Desk
• Undertaking continuous improvement in the operation
• Coordinating with Product Development and Implementation teams to support product updates
• Supporting updates to products and services in both test and live system environments, in compliance with defined procedures
• Creating Microsoft SQL Server and Oracle Databases scripts to identify and correct data integrity issues in customer's data
• Identifying opportunities that can improve the efficiency of the business and technical processes
• Including all other duties as may arise from time to time and as may be assigned