Sr Support Engineer

Giesecke & Devrient; Pune District; On-site; INR 800,000 - 1,400,000; Full time

Job summary

Giesecke & Devrient in Pune, India, is seeking a Support Engineer to join the GD Mobile Security 3S - Managed Services team. You will act as the first point of contact during local business hours, and provide English backup for 24x7 support, handling customer-impacting incidents with a focus on rapid resolution and issue ownership.

You will troubleshoot within SLAs, coordinate between the customer and GD Managed Services teams, and deliver monthly service reports.

Qualifications

• Bachelor's degree and 5+ years in technical support or IT services.
• Experience in incident and problem management in international environments.
• Strong verbal and written English; local language proficiency preferred.
• Experience with ticketing and monitoring systems.

Responsibilities

• Be first point of contact during local business hours and provide English backup for 24x7 support.
• Troubleshoot issues within SLA and own the logged requests to closure.
• Coordinate activities between customers and Managed Services teams.
• Present monthly service reports to customers.
• Support service delivery for new services and participate in change management.
• Contribute to continuous service improvement data and reporting.

Skills

Incident Management

Problem Solving

Customer communication

SLA adherence

English proficiency

Local language proficiency

Ticketing systems

Linux

Java

Apache/Tomcat

SQL/Oracle

Education

Bachelor's degree

Tools

Apache

Tomcat

Java

Linux

Oracle SQL

VMware

Sun Solaris

Job description

Job Summary

The Support Engineer works with the Incident and Problem Management of GD 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.

Responsibilities

• To serve as First Point of Contact (FPOC) during local business hours and in local language. GD 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 GD 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 GD 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.