Level 2 Support Engineer

This Support engineer role covers level 2 technical Support for all Morningstar Australasia applications, products and services and therefore requires both a structured service mindset together with strong technical focus.

This role requires you to investigate, troubleshoot and drive issues to successful resolution in accordance with outlined service level agreements while actively communicating with various stakeholders and internal teams.
Proactive monitoring, management and troubleshooting of business critical and operational processes is also an important aspect of this role.

The ideal candidate is a self-starter who understands technology operations and prides in delivering exceptional customer service to Morningstar’s clients by quickly and accurately diagnosing problems and coming up with quick solutions.

This is a fantastic growth opportunity for service minded individuals with a knack for software development to gain a wealth of experience on a broad range of technologies with a potential to transition into a high performing development team at Morningstar and be part of a global company.

This position is based in our Mumbai Office.

Responsibilities

+ Perform monitoring, intake, troubleshooting of reported application & product issues.

+ Facilitate and demonstrate accountability for technical problems until resolution.

+ Coordinate & undertake releases for bug fixes with the technology team members.

+ Mobilize fast response & resolution of production/client issues in co-ordination with Client Services, Operations, Product and Technology Teams.

+ Suggest & coordinate system enhancements and improvements through active feedback and co-ordination with product & development teams on repeat issues affecting production systems.
+ Ensure outlined Service level agreements are understood and met.

+ Become an expert on Morningstar methodology, functionality, and product features via various channels and programs.

+ Collaborate with Morningstar’s operations, development and product teams to resolve client issues in a timely manner and actively support the institutional & retail client base.
+ Contribute to service improvement initiatives, and other related projects as needed.

+ Communicate customer/product feedback to the Operations & Development teams.

Requirements

+ Bachelor’s degree.

+ 3-5 years of full-time work experience in a technical support role
+ Hands-on experience/working knowledge of following technologies:

- Amazon Webservices toolset

- Java on Linux platform (Highly desirable)

- C#.NET on Windows platform (desirable)

- Javascript, XML, XSL, JSON, jQuery, LinQ, Spring (Desirable)

- T-SQL/SQL Server

- Linux operating system from an application investigation/troubleshooting perspective

+ Experience troubleshooting & supporting applications in a production environment.

+ Financial industry background or interest preferred.
+ Ability to understand and convey client business requirements to Operations, Product & Development teams.

+ Ability to integrate into a team and work well with others
+ Good written and oral communication skills in English.

+ Ability to perform under tight deadlines.

+ Ability to adapt to different situations and thrive in a challenging, fast-paced environment

+ Experience with Agile methodologies such as Extreme Programming (XP) and Scrum

+ Can-do attitude with good multi-tasking skills.

Morningstar is an equal opportunity employer