Manager, Client Tech Support Engineering

전망: 101

갱신일: 01-06-2024

위치: Pune Maharashtra

범주: 컨설팅 / 고객 서비스 IT-하드웨어 / 네트워킹 정보 기술

산업:

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작업 내용

Technical Skills, Knowledge, and Qualifications

10+ years of experience in the following areas:
Web Tier: IIS administration, Web browsers, Navigation
Application Tier: Windows Server applications
Data Tier: SQL database & queries
Infrastructure: Windows Server administration, using BAT/PowerShell/Java script, TCP/IP networking concepts

Experience with and ability to use Microsoft Office applications.
Ability to work under pressure to complete tasks on schedule and with high quality.
Detail-oriented with ability to execute complex, technical system administration procedures.
Good understanding of ITIL framework and service delivery.
Proven customer service skills – both written and verbal.
Excellent written and verbal communication
Able to work independently and as part of a broadly skilled team.

Responsibilities

1. Service Delivery

Perform routine work as per client requests
Validate application and system health after planned maintenance or on an ad-hoc basis to meet client expectations for system availability
Demonstrate ability to execute complex, technical system administration procedures.

2. Incident Management

Respond to, investigate, and resolve issues involving production applications and services using documented procedures and solutions.
Escalate and/or engage other support groups as needed to meet service targets for resolution quality and timeliness.

3. Problem Solving

Take a methodical and tenacious approach to identify underlying problems and make recommendations for resolution.

4. Case Management

Prioritize tickets
Regularly pick, update, and communicate as needed to resolve issues in timely manner
Follow Customer First approach and ensure customer satisfaction when addressing to the tickets

5. Documentation

Accurately and concisely document production support issues for subsequent root cause, operational and management analysis, and reporting.
Contribute to the continuous improvement of reference material by proactively filling gaps, correcting mistakes, and resolving ambiguity. Seek review from colleagues on your proposed changes.

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