Job opportunity For Executive - Customer Support

Role & responsibilities

• Committed to timely and fault-free delivery of systems.
• Capable of maintaining an issue tracker sheet.
• Health monitoring will be conducted for overall application as per predefined check list.
• Resolution for the problem tickets raised by customer on time.
• In case of critical issue, escalate the same immediately to technical lead or principle and get the issue resolved. Inform the same to all stake holders.
• Issue Tracker sheet will be maintained.
• Quarterly application backup to be taken.
• Documentations against critical issues like Incident report such as RCA/CAPA, Impact assessment will be provided.
• Engineer will be responsible for minor tag addition/deletion or minor graphic development in L2 system (Category 4 & 5) along with qualification documents update.
• Working day & Holidays are as per the customers policy.
• Should able to work on remotely in case of unforeseen condition and provide the telephonic support as and when required during the silent hours.
• Daily Health monitoring of the OT Network.
• Adaptability works on beyond the working hours if there is critical issue is there.

Preferred candidate profile

• 5+ years of experience in Industrial Automation.
• Having experience in PLC, SCADA and Historian. Kepware and GE iFix SCADA and proficy historian experience to be added advantage.
• Should have knowledge in Data Lake project and L2 integration.
• Should have good knowledge in OT networking and trouble shooting
• Should have familiar and known about the pharma projects and working philosophy. Should have experience in qualification documents preparation and execution.
• Proficient in working on Category 4 and Category 5 systems.
• Should have good knowledge and experience in SQL side.
• Knowledge of Communication protocols such as, OPC, Modbus, Ethernet IP, Ethernet etc.
• Ability to handle assigned task independently.
• Excellent in customer handling and communication skill.
• Strong in problem identification and resolving skill to be required.
• Should have good co-ordination skill to work with third party vendor, OEM and Internal team.