Systems Engr

Job Description

Title: Systems Engineer.Location: Bangalore.Skills needed: Utility experience, hands-on experience in any Meter Data Management (MDM) product preferred, understanding on mesh and cellular network, database experience, hands-on experience on writing queries, scripting, webservice knowledge.

• Utility experience preferred.
• Scripting with PowerShell/ Python- added advantage.
• Webservice knowledge.
• PowerBI or SQL Server reporting knowledge.
• Advanced skills in Microsoft excel.
• Innovative and must-do attitude.
• Working knowledge on Meter Data Management.
• Meter Configuration, Interval, Register billing knowledge preferable.
• Triage and isolate issues. Collaborate with system component owners, internal or external to ITRON, for issue resolution in compliance with service level agreements.
• OS knowledge- Basic Windows and Linux skills.
• Basic understanding of Active Directory, Networking, VMs.

Roles and Responsibilities:

1. Triage and isolate issues. Collaborate with system component owners, internal or external to ITRON, for issue resolution in compliance with service level agreements.
2. Perform testing of solutions along with troubleshooting techniques to identify and resolve issues.
3. Perform root cause analysis of issues.
4. Identify and create processes and tools and other improvements to optimize the capabilities of the practice.
5. Provide status and resolution communication to both internal and external stakeholders.
6. Respond to escalated customer issues or questions, providing solutions to customer cases and partnering with Customer Success and Support where needed.
7. May communicate directly with customers daily at all managerial and working levels within customer organizations and within Itron. Listens effectively to understand and address the overall impact of issues as they affect the customer (processes, resources, time)
8. Service Level Agreement (SLA)
   1. Driving SLA operations on focused with contractual agreement and as per agreed SLA.
   2. Transparency & visibility of service level performance to the Management/Leadership team
   3. Manages to run the monthly governance meeting with Itron management and customer.
   4. Ensure to deliver 100% on Monthly SLA Report.

1. Endpoint Management Operations (EPMO): Endpoint Device Management requires that activities be performed by both Itron and Customer to ensure effective Network Device Management.
   1. Monitor and track Meter Read Rate SLA, taking proactive action as needed.
   2. Endpoint mitigation (non-communicating Endpoint investigation) through back end system.
   3. Create, monitor and manage interrogation/collection schedules.
   4. Monitor direct connect devices reporting, if applicable, and troubleshoot head-end as necessary.
   5. Troubleshooting Endpoints via Headend System.
   6. Log trouble tickets for Endpoints requiring field investigations.
   7. Supervises, schedules, and participates in the meter reading and customer service activities.
   8. Monitor the three day accepted endpoints.
   9. Monitor Endpoints that previously met the 3-day acceptance but have not read in the past 3-days.
   10. Troubleshoot issues for meters that come via Salesforce tickets.
   11. Work with engineering team for bug fixes and product issues via ADS tickets.
   12. Work with Itron internal teams as needed for scheduled job failures.
   13. Report creation and maintenance - standard and Ad hoc.
   14. Ensure customers with custom SLAs are being monitored closely and the issues are reported accordingly.

1. Meter firmware upgrades
   1. Participate in the requirement gathering for meter firmware upgrade.
   2. Work with engineering team in defining the upgrade path.
   3. Validate the compatibility matrix to make sure the headend system and the CGR/CAM are at the correct version.
   4. Responsible in drafting a project plan with the estimated timelines.
   5. Responsible for customer communication and providing regular status updates.
   6. Closely monitor the system during the firmware upgrade to make sure the reads are not impacted.
   7. Investigate any abnormalities encountered during firmware upgrade.

1. Standard Reports: Responsible for developing and maintaining standard reports as mentioned below for Managed Services customers.
   1. Meter registration report
   2. Meter detail report
   3. Meter mitigation report
   4. Missed read report.

1. FND (Endpoints and CGR) license procurement: This team will also be responsible to procure Cisco licenses pertaining to endpoints and CGRs. For requesting FND licenses: 3-4 weeks before your installation project begins, you will need to create a support ticket to purchase an FND license that includes a forecast for:
   1. Number of CGRs
   2. Number of Electric Meters
   3. Number of BPDs (Endpoint)

These numbers are required with a month by month rolling forecast. ,

Keyskills :
slaslassqlservice levelmeter readingrootcustomer servicesql serverroot causemeshrequirement gatheringdata managementactive directorymeter data managementadsroot cause analysis