Designation : -- Technical Solutions Engineer (TSE )

Primary Roles & Responsibilities : -

Incident / Problem management ensuring all customer SLAs and departmental KPIs are achieved through the timely resolution and effective communication

Communicating effectively with customer resources throughout the management structure to ensure a positive customer experience

Detailed problem reproduction on support testlabs

Working with the team to ensure daily case allocation is managed

Highlighting areas of risk as soon as they are apparent

Input to problem management highlighting situations which may require further ongoing investigation or may be relating to multiple incidents

Development and management of knowledgebase

Troubleshoot and triage 3rd line faults through to development.

Any ad hoc duties as are reasonably requested by the business.

Skills & Experience

Minimum 4-8 years experiencing working within an IT Support role

Must have Experience in SLA adherence, project timeline adherence

Must have hands-on experience with software installation/deployment/configuration on Windows/UNIX based production environments

Experience in offline installation of UNIX based utilities

Must have experience and aptitude to research for issues from 3rd party software

Must have experience with documentation of installation steps, wikis and KBs

Must quickly adapt and familiarise with a Product's Architecture, DB Design, API design and troubleshooting

Experience in troubleshooting network issues, especially on cloud environments

Must have Devops experience and familiarity with Docker and its troubleshooting

Familiarity with Tableau Server and its troubleshooting

Experience with versioning, release management and service management tools

Must have exposure to database administration/ SQL scripting.

Must have exposure working on AWS environment

Speech Enabled IVR Application, Platform Implementation or Contact Center related technologies experience is a Plus.

Programming / Scripting experience in PHP, Python, Java, one of the languages is preferable

Basic knowledge of working with Datadog or other monitoring platforms.

Ability to think analytically, define problems and frame solutions

Ability to interact with customers to interpret requirements

Must be able to independently front-face meetings/discussions with customers

Technical Skills

Docker Swarm

Terraform/Ansible

AWS and Linux hands-on

Messaging services - Kafka , zookeeper

Orecx or similar

Application server - Architecture knowledge

Databases - Oracle/mysql/postgres + any non-sql mongo

Tableau Server

Qualifications

Any graduation with technical background

Technical Solutions Engineer - ( Cloud Platform )