Senior Support Engineer

Objectives : The Support Engineer works with the Incident and Problem Management of G&D Mobile Security 3S - Managed Services services to external customers. 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&Ds 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.

$$ 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.

$$ $$ $$ $$ $$ Experience:

Senior IC