Support Engineer ENTERPRISE APPS
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Posted on:
1 hour ago
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1 Vacancy
Job Summary
Job Title: Support Engineer ENTERPRISE APPS
Location: Noida UP (Hybrid) need to work in US time zone
Duration: 1 year
Duration: 1 year
Local candidate only
Position Summary:
The Support Engineer ENTERPRISE APPS is responsible for third tier technical support monitoring and configuration/change management of both on-premise and cloud based applications / services / jobs. Responsible for representing the organization and team within the across the organization and to clients. Work to understanding business requirements priority timelines and potential barriers to meeting business needs.
Position will be a subject matter expert and contribute to operational support solution design new deployments configuration changes maintenance and upgrades of applications. This includes but is not limited to: audits technical / process documentation dashboard / report development user / role management security compliance change control automated process development innovation recommendations and overall organizational continual service improvement.
Responsibilities:
- Provide 3rd tier Technical Support in compliance with standard processes and adherence to organizational Service Level Agreements and best practices
- Coordinate across all levels of the organization and with third-party vendors to bring technical events and issues to resolution
- Actively Monitor applications / services / jobs for outages stability capacity and other key indicators.
- Develop log system and synthetic monitors for tracking and alerting service degradation utilization functionality and other key indicators.
- Develop and maintain dashboards and reports
- Work closely within the organization with clients and third-party vendors on specification development for process releases and configuration changes.
- Review and collaborate on technical requirements / specifications for new applications and services
- Create and maintain technical and support process documentation
- Develop configure coordinate and/or implement changes ranging from code deployment data migration vendor releases patches/ initiatives and configuration changes.
- Work to identify process and technical debt and opportunities for both optimization and cost savings
- Provide technical expertise to Quality Assurance for development of testing scripts and end user acceptance testing as needed
- Perform regular approved security processes (ex. account audits change controls)
- Stay current with technology under the purview of Enterprise Application from roadmaps permission functionality security and other configuration changes.
- Perform on-call duties on a rotating schedule.
MINIMUM QUALIFICATIONS KNOWLEDGE SKILLS AND ABILITIES:
Formal Education & Certification
- Bachelors degree in computer information systems or related field. May substitute equivalent combination of education and experience.
Knowledge & Experience
- 7 years of experience with Tier 2 support configuration and administration experience with one or more listed applications.
- Experience with core software applications including some of the following applications: Desire2Learn PeopleSoft Salesforce Zoom MuleSoft Onbase DevOps Splunk NewRelic Solarwinds and/or comparable products.
- Experience in generating and delivering business process definitions participating in gap/fit analysis and assisting with pre-implementation workshops.
- Demonstrated experience
- Building use cases defining business processes and creating technical process documentation
- Leveraging tools to the fullest capability identifying optimization opportunities and driving positive operational change
- Performing at a high level as a technical subject matter expert.
- Demonstrating initiative good judgement and the ability to achieve results
Skills & Abilities
- Ability to troubleshoot and resolve application and process issues at a Tier 3 level
- Adaptability to quickly changing priorities and requirements in a fast-moving environment
- Ability to deliver assigned work on or ahead of schedule.
- Familiarity with support methodologies (ticket management change control remote support and troubleshooting of applications and interrelated dependencies)
- Ability to learn and develop standardization documentation on new tools systems and products quickly with limited standardization across applications / services.
- Excellent interpersonal skills and the ability to build relationships both internally and with clients
- High level of collaboration cooperation and effectiveness when working with others and being available to assist when needed.
- Demonstrated ability to work in a collaborative team environment
- Ability to take complex technical ideas and present in a brief meaningful manner to customers without a technical background.
- Professional dedication and positive attitude through flexibility and consistency of work.
- Certifications for ITIL or core applications are highly desirable.
PHYSICAL REQUIREMENTS:
- Ability to work varying hours on Monday through Friday given the schedules.
- Ability to provide on call support Monday through Sunday on a rotating schedule
- Ability to work additional hours as project and job demands arise (including evenings and weekends as necessary).
- Occasionally required to move 5 40 pounds.
- Ability to remain in a stationary computer position for extended periods of time.
- Ability to use hands and fingers to type.
- Ability to reach with hands and arms for using a computer.
- Willingness and capacity to work in a cubicle environment at a workstation and to come and go repeatedly throughout the day as is necessary to perform various responsibilities
- Capacity to communicate clearly in person over the phone or in writing in a manner which can be understood by others
