Engineer - Software Support

Roles and Responsibilities :

• Responsible for efficiently handling and resolving technical issues which have been passed on by L2.
• Ensure timely and effective action as per decided work flow basis priority and severity for each ticket.
• Should ensure maximum issues are resolved without L4/R&D involvement.
• Should ensure adherence to committed SLAs for each reported issue.
• Should follow ticketing SOPs and ensure tickets are being generated for R&D with all relevant technical details captured for every issue.
• Should follow internal escalation matrix basis severity and resolution time.
• Should ensure all relevant site-specific technical documentation as well documentation regarding new product lines/or features are accurately captured from R&D and shared with
• Should support CSMs in developing eminently capable and technically competent team of assistant client service managers and service engineers.
• Responsible for creating and monitoring software and hardware component wise reliability metrics for each installation.
• Should develop framework to predict potential/future failures and ensure requisite preventive measures are taken.

Skill Required :

• Engineering graduate fresher or with at least 6 months of experience in a 24*7 Software
• Support role.
• Experience with Linux/Unix
• Experience with SQL
• Experience/Strong knowledge with scripting - Python/Shell.
• Must have strong communication skills.
• Willing to work in rotational shifts.
• Good analytical and reasoning skills.