Senior Support Engineer

Giesecke+Devrient; Maharashtra; On-site; INR 600,000 - 900,000; Full time

Job summary

Giesecke+Devrient in India (Maharashtra) hires a Support Engineer to join G+D Mobile Security 3S - Managed Services. The role focuses on quick resolution of customer issues, incident and problem management, and service improvement initiatives.

You will serve as the first point of contact during local hours, with 24x7 English support as backup. You will troubleshoot within SLA, own logged requests, and coordinate between customers and global teams.

Qualifications

• Bachelor degree plus 5 years working experience in technical support functions.
• Experience with tele/mobile communication and IT technologies.
• Good English and local language skills.

Responsibilities

• Serve as First Point of Contact during local business hours; 24x7 English support as backup.
• Identify and troubleshoot issues within SLA; own logged requests and closure.
• Coordinate activities between Customer and G+D Managed Services Teams.
• Present monthly service reports to customer.
• Support service delivery for new services and drive Change Management.
• Participate in planning/deployment during all change processes; ensure requests are reviewed and executed per SLA.
• Support Continuous Service Improvement activities.

Skills

Technical support

Telecommunications knowledge

English communication

SQL/Databases

Linux (RedHat)

Java/Tomcat/Apache

Monitoring & ticketing systems

Education

Bachelor's degree in IT/Engineering

Tools

VMware

Oracle Database

Apache/Tomcat

Job description

G+D makes the lives of billions of people around the world more secure. We shape trust in the digital age with built-in security tech in three segments: Digital Security, Financial Platforms and Currency Technology. We have been a reliable partner for our customers for over 170 years with our innovative solutions for SecurityTech! We are an international technology group and traditional family business with over 14,000 employees in 40 countries. Creating Confidence is our path to success. Trust is the basis of our collaboration within G+D.

We are the reliable partner for all challenges resulting from the Internet of Things. We offer a complete connectivity portfolio for mobile network operators, automotive manufacturers, technology companies such as chip and module manufacturers as well as transport and logistics providers. Our portfolio includes highly secure solutions in the area of connectivity & IoT, from classic SIM, eSIM and iSIM, to the associated embedded operating systems and life cycle management, through to services for global connectivity and IoT solutions. Do you want to actively shape the digital transformation with us?

Objectives

The Support Engineer works with the Incident and Problem Management of G&D Mobile Security 3S - Managed Service’s services to external customer’s. The purpose of the role is to provide quick resolution of customer impacting issues as well as driving improvement projects.

Roles & Responsibilities

• To serve as First Point of Contact (FPOC) during local business hours and in local language. G&D Managed Services Global Customer
• Support will act as backup and provides 24x7 support in English.
• Responsible for identifying and troubleshooting issues within SLA.
• To own the Logged Request and ensure the Closure.
• To coordinate the activities between Customer and G&D Managed Services Teams, for instance Remote Operation and Credit Card Certified Operations.
• Present monthly service reports to customer.

Service Transition

• Support the service delivery phase for new services to be rolled out for the customer.
• Drive Change Management process from a customer perspective.
• Actively participating on the planning and deployment during all change processes.
• Verify that business- and technical Service Requests are reviewed and executed according to SLA

Additional

Support customers overall Continuous Service Improvement work with information related to G&D’s services and products.

Education and experience

Bachelor Degree plus 5 years working experience of technical support functions, preferably within in an international IT, Bank or mobile operator service environment.

Knowledge / Technology / Skills

• Able to write reports and be proficient in technical dealings with customers on the phone and in meetings.
• Experience with tele/mobile communication, application and IT technologies.
• Good knowledge in Apache, Tomcat, Java applications helps in this position.
• Knowledge in Linux (preferably RedHat) and Sun Solaris.
• Base level understanding of SQL databases (ideally Oracle).
• Experienced to work with ticketing and monitoring systems.
• Good English, both spoken and written.
• Fluent in local language, both spoken and written.

Desirable

• ITIL Foundations v3 certified.
• C7/SS7 signalling, SIM cards and SMS-C protocols
• Base level knowledge about virtualized environments (VMware and potentially Xen)
• Base level knowledge in networking (TCP/IP networks, firewalls, loadbalancer etc) to be able to trouble shoot as part of the application operation.

Expected attributes

• Good communications skills
• Strong sense of ownership
• Service minded
• High integrity
• Good problem solving skills and ability to be a team player in a challenging work environment.
• Ability to work along given processes and procedures.