Practice Consultant (post-sales support and delivery)

Job Description

Responsibilities:

• Work with all strategic clients operating large, highly secure corporate systems
• Consult with the clients on operational, strategic, and organizational challenges to their systems and own and drive these to resolution.
• Applies advanced systems level technical expertise to resolve highly complex systems level customer issues. Uses independent judgment to accomplish objectives.
• Works closely with Engineering, Customer Support and other technical business units geographically located in EMEA, APJ and US to increase knowledge and resolve customer issues.
• Identifies and provides resolutions to a diverse range of complex technical problems.
• Develop and implement resolutions to identified problems, and follows standard practices and procedures.
• Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues. Identifies, documents and escalates customer issues to senior resources.
• Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment. Maintains a closed-loop communication style assuring all appropriate individuals are notified of ongoing issues and problem resolution status. Responsible for sharing all acquired knowledge concerning problem resolution.
• Stays abreast of current industry trends and new technology through professional associations, trade journals, networking, and associated training and seminars
• Lead the solution development process and ensuring that customer requests and needs are represented within the product
• Designing and deployment of enterprise solutions, including on-site implementations
• Assisting with performing technical and competitive analysis of Fraud Prevention solutions, including performance, debugging and other operational metrics
• Train customer personnel when authorized by PS management
• Regularly communicates status of project and all applicable customer issues to the Project Manager. Analyses requirements and performs requirements implementation.
• Prepares, maintains and submits activity/progress reports and time recording/management reports in accordance with published procedures.
• Keeps Project Managers informed of activities, alerting of any issues promptly.
• Provide knowledge transfer throughout and at the completion of assigned projects.
• Understand methodologies to perform functions of position.
• Design, code and test components.
• Establish relationship with client technical counterparts.

Required Skills:

• Strong understanding and knowledge of Java programming concepts, SQL, as well as web based applications and technologies.
• Experience with deployed environments Java/J2EE, Oracle and SQL database systems running on Windows, UNIX, and LINUX platforms.
• Strong administration experience with or knowledge of at least one or more of: Apache, Tomcat, Websphere, or Weblogic, and Oracle or MS SQL server, Linux, Unix, MS Windows. Strong knowledge of Oracle DB, especially re-indexing and stats ins and outs.
• Able to read and understand Java, JavaScript, HTML, JSP, XML, SQL, and Shell Script code in support of Java and SOAP transaction APIs is a desired.
• Knowledge of SSL/TLS protocols, load balancers and network infrastructure desired.
• Experience troubleshooting technologically challenging customer issues. Able to use advanced debugging techniques including analysis of heap/thread dump files, tracing, and performance tuning and monitoring.
• Highly analytical with extreme attention to details and the ability to derive facts quickly, methodically, and accurately.
• Strong knowledge of information security topics, system architecture and Internet technology
• Resourceful and self-sufficient, ability to work independently, finding creative solutions and engaging resources as needed to complete the successful delivery of the projects.
• A quick learner capable of working independently on complex networking and application problems requiring individualized analyses of situations, data and an in-depth evaluation of various factors.
• Ability to document and effectively present information and respond to questions from groups of managers and customers.
• Ability to work in a high pressure environment
• Customer facing experience and strong customer orientation and dedication.
• Experience working with Financial Institutions in particular Online Banking Solutions
• Excellent time management and organizational skills.
• Excellent written and verbal communication skills, both technical and non-technical.
• Experience dealing with different global regions preferred
• Ability to travel up to 40% of the time if required
• Customer-centric, can-do team-playing attitude

Experience and education:

• 4+ years of combined experience in one or more of the following functional areas: Technical Support for Enterprise Software Systems, Software Development, Professional Services for Enterprise Software Systems, Quality Assurance/Engineering for Enterprise Software.
• BS/MS in Computer Science or equivalent experience.

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Keyskills :
ms sql serverms sqlsql serversql databaseshell scriptonline bankingbusiness unitscomplex systemscomputer sciencecustomer supportdatabase systemsfraud preventionproject managerstechnical support