Engineer

Job Title:

Operations Engineer, Associate

Location:Magarpatta, Pune

Role Description

Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.

Responsibilities also include root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members.

Ensures all production changes are made in accordance with life-cycle methodology and risk guidelines.

Responsible for coaching and mentoring less experienced team members and or acting as a subject matter expert. In depth Functional knowledge of the application(s) supported and interdependencies

Is an experienced and detail-oriented person capable of integrating product knowledge, research and testing to answer complex questions about product behavior and provide end to end solution to permanently fix the issue. The engineer will assist customer teams and other team members to understand how customers can achieve desired outcomes using the applications it exists today. The output of could range from FAQs and knowledge base articles that describe to customers how to operate the product to achieve selected outcomes to end to end coding solution for the issue reported.

The engineer would be liaising with the global stakeholders and vendors to deliver technology solutions as part of yearly book of work

The engineer should also be able understand functional requirements / expectations of the various stakeholders and work towards an appropriate plan of action. The role also requires working with the product vendors and lead upgrades as applicable.

What we'll offer you

As part of our flexible scheme, here are just some of the benefits that youll enjoy

Best in class leave policy

Gender neutral parental leaves

100% reimbursement under childcare assistance benefit (gender neutral)

Sponsorship for Industry relevant certifications and education

Employee Assistance Program for you and your family members

Comprehensive Hospitalization Insurance for you and your dependents

Accident and Term life Insurance

Complementary Health screening for 35 yrs. and above

Your key responsibilities

Researching, designing, implementing and managing software programs

Testing and evaluating new programs

Identifying areas for modification in existing programs and subsequently developing these modifications

Oversee resolution of technical issues coming from customer teams

Fix and deliver the customer issues

Follow ITIL processes including incident management, change management, release management, problem management and knowledge management

Strong problem solving skills with good communication skills, ability to work under pressure with a high sense of urgency.

Proactively identify potential incidents and problems as well as availability issues

Manage any IT Security incidents that may occur in the application. Identify risk & issues and contribute in Service Management related audits.

Perform environment maintenance and management

Deploying software tools, processes and metrics

Perform standard recurring activities like data and environment refreshes

Be a liaison between the customer-facing teams and the Product and Engineering org for management and resolution of all technical questions and issues

Work closely with other developers, business and systems analysts

Maintain detailed documentation ranging from Knowledge Base articles to live logging of incidents for post-mortems

Ensure delivery timelines and SLA obligations established with with internal and external stakeholders are observed and met; escalate as necessary using judgment and discretion

Develop a deep understanding of the application platform across all product lines and clearly articulate support decisions and findings

Work closely with internal teams to stay up to date on product features, changes, and issues

Your skills and experience

Must be having total 6+ years of experience and at least 5 years in software development/support engineering

Must have advanced knowledge of Java / C# / .Net debugging & scripting (Power shell / Unix / any other)

Must have advanced knowledge of MS SQL Sever, SSIS, Tableau and ETL processes

Working Knowledge of SDLC & Agile processes

Demonstrable experience in leading projects to successful conclusions

Strong customer focus with experience of working with cross-functional/ cross-department teams

A self-starter with strong organization skills, resolution management, and superior written and verbal communication skills

Educational/Qualifications:

B.E. / B. Tech. / Master's degree in computer science or equivalent

ITIL Certification is good to have

How we'll support you

Training and development to help you excel in your career

Coaching and support from experts in your team

A culture of continuous learning to aid progression

A range of flexible benefits that you can tailor to suit your needs