Senior Support Engineer

Giesecke & Devrient GB Ltd.; Pune District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Giesecke & Devrient GB Ltd. in Pune, India, is seeking a Support Engineer to join the Incident and Problem Management for G+D Mobile Security 3S – Managed Services. You will deliver fast resolutions to customer-impacting issues and drive improvement projects.

As FPOC during local business hours you will communicate in the local language, with English support around the clock. You will own logged requests, coordinate with global teams, and present monthly service reports to the customer.

Qualifications

• Experience in incident and problem management in a service-oriented environment.
• Ability to write reports and communicate with customers over the phone and in meetings.
• Experience with tele/mobile communication, applications and IT technologies.
• Good knowledge of Apache, Tomcat, and Java applications; Linux (RedHat) and Solaris.

Responsibilities

• Serve as First Point of Contact during local business hours and in local language.
• Provide 24x7 English support as needed.
• Identify and troubleshoot issues within SLA and own the Logged Request.
• Coordinate activities between Customer and G+D Managed Services teams.
• Present monthly service reports to the customer.
• Support service delivery for new services and drive change management.
• Verify service requests are reviewed and executed according to SLA.

Skills

Incident management

Customer communication

English proficiency

Ticketing systems

Monitoring systems

Java apps

Apache

Tomcat

Linux admin

Oracle SQL

VMware

Networking basics

SIP/SS7 knowledge

Education

ITIL Foundations v3 certified

Tools

VMware

Oracle SQL

Sun Solaris

Red Hat Linux

Job description

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Cutting-edge technology for secure payment and connectivity.

Location

Pune, IN

G+D makes the lives of billions of people around the world more secure. We create trust in the digital age with integrated security technologies in three business areas: 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 co-operation 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.

• 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 :

• 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.
• 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.

$$ We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation.

We are an equal opportunity employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation.

We are looking forward to receiving your application!