Job description 

In one sentence

Responsible for providing outstanding technical support to a global customer base. Retains ownership for the resolution of technical problems, including debugging, simulations, locating bugs, tool and script development for problem diagnosis, fixing and reproduction within the parameters of contractual Service Level Agreements (SLAs). On this position, you will be part of post-production team, attending customer's incidents, defects, change requests, RCAs of issues, and automation of possible workarounds.Responsible for providing outstanding technical support to a global customer base. Retains ownership for the resolution of technical problems, including debugging, simulations, locating bugs, tool and script development for problem diagnosis, fixing and reproduction within the parameters of contractual Service Level Agreements (SLAs). On this position, you will be part of post-production team, attending customer's incidents, defects, change requests, RCAs of issues, and automation of possible workarounds.

What will your job look like?

• You will provide engineering expertise to log, track ,manage incidents & Service Request.
• Use Incident logging and Bug tracking tools to document customer incidents quickly and effectively.
•  Liaison with Technical team for issues identified and follow up on the same for quick resolution.
• Documented and tracked all received requests in the incident management syste
• Identifying priority Tickets and highlighing potential problems, ensuring that targets are met in line with tight key performance indicators.
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• Investigate, debugs and reproduces issues, provides fixes and workarounds and verifies changes to ensure continued operability of the software solution.
• Demonstrate continuous improvements and increased efficiency to the software or business processes by using Software Engineering tools, innovative techniques and the reuse of existing solutions.
• Contribute to meeting the SLAs and critical metrics as applicable for the account and unit - for example, responsiveness, resolution, software quality SLAs, etc.
• Focus on innovation and GenAI related technologies.
   

All you need is...

• Bachelor’s degree in Science/IT/Computers or equivalents
• Previous experience in L1/L2 technical support role/Customer issue handling/ Support Ticket (investigation of problems,)/Monitoring and knowledge of technical operations team procedures and processes
• Experience with different monitoring tools and implementing application monitoring
• Service Now or any ticketing tool like Remedy/Helix.
• Careful attention to detail and excellent listening and communications skills being able to share and provide transparent, constructive feedback to others
• Experience in Unix Shell scripting, Oracle, or SQL.
• Good to have ITIL certified
• Work experience with operating system (Linux, UNIX)
• Open to work in shifts with respect to business requirements.           
  - Tibco BW 5.x and 6.x , Tibco BW CE 2.x , TIBCO EMS, Adapter, TIBCO SAP Plugin, REST, SOAP, Orcale DB, Tomcat
• 5-8 Years of exp is must