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Escalations Engineer

4.00 to 5.00 Years   Gurugram   17 Jun, 2020
SOTI INDIA
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryPharma / Biotech
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.Escalation Engineer:

  • Provide 24x7 deep technical troubleshooting for escalated issues that involve SOTI s most technically complex or politically sensitive support situations
  • Monitor and manage communications during high impact events via relevant channels
  • Work with key stakeholders across SOTI to improve the customer experience and develop mechanisms that support operational excellence
  • Drive down mean time to engagement and communication for all incident type
  • Analyze user design and requirements in order to develop system specifications
  • Develop and test design prototypes before launch and distribution
  • Collaborating with key stakeholders around documentation and processes regarding recurring issues as well as new service updates
  • Provide crisp and timely communication on developing issues to relevant stakeholders
  • Facilitate Post-Mortem/Root Cause Analysis after each event to mitigate problem recurrence
  • Analyze data trends on internal tickets, customer contacts, social media, and network monitors to identify potential issues
  • Deliver customer impairment reports for relevant stakeholder
  • Oversee, inspect and offer support during implementation of applications
Technical Expertise:
  • Use trace analysis, source code, and other sophisticated debugging tools to analyze problems and develop solutions to meet customer needs
Interface to the product group:
  • Provide customer feedback to the product group, regarding common problems
  • Work together to provide solutions to the customer which may include hot fixes and changes to the design of the product
Mentor:
  • Train technical engineers and help them resolve their open cases
  • Help make others great with coaching and leadership skills
Proactive Services:
  • Develop workshops
  • deliver customized health checks
  • Supportability reviews and risk assessments
  • Provide trainings to Colleagues and customers
,

Keyskills :
test designsocial media customer experiencerisk 24x7trace designreviews analysiscoachi

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