Senior Software Engineer - L2 Production Support Engineer

Responsible for handling Level 2 analysis, trouble shooting, and resolution.
Responsible for handling product queries.
Handling all the communication related to the assigned customer accounts.
Coordinating the issues internally and with outsourced partners, service providers, and onsite/Client teams.
Responsible for maintaining and making available up-to-date contact information, supported product lists, technical information regarding products, troubleshooting information, all known fault handling information and other information of general use.
Emergency Support handling on a 24/7 service level, with on call support during the weekend.
Implement workarounds to limit customer downtime. Subsequently follow-up and ensure implementation of permanent solution.
Participate or organize Technical Call Bridge to address technical diagnostics collaboration with customers and partners.
Maintain all the connectivity and account details from a support perspective to provide efficient support.
Ensuring SLAs to better level than customer contract.
To execute tasks allocated by the reporting manager in a timely manner.
Coordination with customer/partner SPOC for all technical aspects.
Multitask and handle various tasks based on priority.
Coordination with customer/partner SPOC for all on-site tasks on resolving queries.
Incident management, reporting, Runbook, RCA preparation.

Educational Qualification:-
B.E/B.Tech, M.E/M.Tech, or M.Sc. in Computer Science/Electronics Engineering/MCA.

Industry Experience:-
PYTHON
Azure
Collibra (Nice to have, otherwise will be trained by CGI)