Senior Service Engineer

What Will You Be Responsible For

The ideal candidate will have skills in service operations and PMO. Candidate should be adept at applying his/ her experience with a focus on problem solving, improving user experience, evolve system maturity and escalations reduction in an E2E system. Candidate should be highly collaborative and have a strong drive for high quality and service excellence focus.

• Act as Production support escalations and solution engineer, debug, analysis production failures and provide immediate solution and wherever possible permanent fixes.
• Develop Application SME skills; document the application process flows, business logic for ease in application triage. Create and update knowledge base articles and share with the team.
• Ensure Fast, Reliable and Predictable Support ensuring best in class Customer experience by meeting defined SLAs and OLA.
• Ensure production solutions are reliable, resilient, secure and effective and that implemented solutions are continuously monitored and documented.
• Act as escalations contact for mission critical & revenue processing applications and drive solutions with complete end-to-end ownership.
• Responsible for maintaining strong partnerships and working relationships with dependent internal IT groups geographically and vendors.
  
  
  

• Closely working on answering escalated user queries, handling incidence in timely manner, monitoring alerts, answering escalations, documentation and Managing applications and systems.
• Closely work with team on the delivery, roadmap execution while continuously looking to evolve the Service Operations Maturity.
• Partner with Service Engineering, Software Engineering and Product Management team for Quality of Service
• Partner with Global Engineering teams on shared goals and focus on the outcomes with a collaborative mindset.
• Own the Process Improvements, Service Improvements, Technical choices and decisions to improve the Service Delivery and customer satisfaction.
  
  
  

• 3 – 5 years of experience in technical roles, solid user management experience
• Strong knowledge of Incident Management, Response Management, Problem Management, Knowledge Management and Change Management Process.
• Excellent interpersonal, verbal, and written communication skills
• An ability to manage complex applications. Extensive operational experience in managing and supporting service. Strong debugging and problem analysis skills required.
• Strong Experience in production support role, Application Support, Administration, installation and debugging App services, Windows.
• Candidates must function well in a global team environment
• Healthcare applications’ support experience is a plus