Senior Maintenance and Support Engineer

Seasoned Senior Software support engineer. Handles most complex cases and takes a leading role in the execution and improvement of local maintenance and support. When applicable, take part in escalation meetings with customers. The Senior Software support engineer is responsible for defect fixing, building knowledge of our business, and considered a SME for certain areas of our products to assist regional teams and end customers. Engineer has to be familiar with the entire software development lifecycle. Engineer has to be familiar with the entire Defect fixing lifecycle and working with multiple stakeholders like customers, partners, product development team etc. Our culture encourages not only knowledge building and best practice sharing, but also gives the opportunity to provide feedback for continuous improvement.

Required Qualifications

• Bachelor or Master's Degree in Computer Science, Computer/Software Engineering, or equivalent

Must Haves -

• 6-8 years experience
• Strong understanding on java and related tools and development/maintenance experience with respect to same.
• Process experience (working within as a minimum).
• Significant troubleshooting/analysis experience with Client/Server Software Applications.
• Troubleshooting Experience with Oracle Databases/Postgre (SQL acceptable alternative), Java, OpenShift /AWS/Azure environments.
• Experience personally handling technical/ticket escalations from customers and/or leadership.
• Exposure to Atlassian suite, Jira, Confluence and bitbucket.
• Hands on experience with Cloud native technologies like Dockers, Kafka, Kubernetes.
• Should have experience on working with Webservices, Rest and SOAP API's.
• Ready to work in Hybrid mode (3 days in office).
• Possible travel to customer site.
• High level of accountability.
• Excellent oral and written communication skills with proficiency in English.

Nice to Have -

• Exposure to microservices architecture
• Banking/ATM/EFT/Base24 experience
• ATM/POS messaging (NDC, ISO8583 , SPDH), RKL.
• Windows/Linux Troubleshooting experience.
• Team Leadership skills.
• Visa/MasterCard schemas and networks.
• Knowledge of HSM, Payment security/PCI.

Estimation

• Assesses the required efforts and timelines for all M&S activities as input for the overall SLA
• Produces and reviews estimates of time to spend on issues as input to the overall technical and cost estimation of the engagement.

Support Request

• Ensures the proper intake, analysis and follow up on support requests, in line with DN M&S processes and SLA s for the engagement.
• Ownership of the right set up of environment and assists other associates to configure their own for the engagement

Problem Management

• Assures requests are accounted for in SLA, in order to assure timely and effective resolution of customers requests for the engagement.

Incident Management and Reporting

• Provides On-call/Onsite support for mission critical incidents.
• Adherence to customer SLA expectations/requirements.
• Ensures the identification, recording and classification of problems of high complexity and high impact, investigates and diagnoses identified problems to propose and implement changes for resolution of the incident.
• Ensures appropriate, comprehensive and timely reporting of the status, metrics and provides early escalation of any issue that may affect the engagement.

Resolution Management

• Leads joint resolution and testing with the development team, M&S team members and others as required to meet customer and SLA expectations / requirements.
• Ensures appropriate Defect Fixing, comprehensive and timely updation of incidents with resolution provided.

Change Request Management

• Provides solution and estimation of the change request
• Formulates the resolutions of change requests in order to propose adequate and timely solutions to the customers
• Ensures DN up-dates and fixes as well as (minor) change requests are timely and correctly integrated in the customers environment

Documentation

• Documents and validates tickets, ensure technical documents follow DN aspects
• Ensures the usage of KB / FAQs and release notes by all team members in the engagement.

Optimization & Improvement

• Ensures DN up-dates and fixes are timely and correctly integrated in the customers environment
• Provides on-site deep technical support in customer environments, if required.
• Organizes and deliver trainings for product, tools, processes and technical advices for other team members.

Methods & Best Practices

• Ensures all best practices and methods are followed as per DN standards.
• Creates reusable KB components
• Proposes and implement best practices in collaboration with the M&S practice
• Mentoring & Training Junior Team members.