Associate Maintenance and Support Engineer

The Associate Maintenance and Support Engineer is responsible for defect fixing, building knowledge of our business, and considered a SME for certain areas of our products to assist regional teams and end customers.

Engineer has to be familiar with the entire software development lifecycle. Engineer has to be familiar with the entire Defect fixing lifecycle and working with multiple stakeholders like customers, partners, product development team etc.

Our culture encourages not only knowledge building and best practice sharing, but also gives the opportunity to provide feedback for continuous improvement.

Estimation

• Assesses the required efforts and timelines for all M&S activities as input for the overall SLA
• Produces and reviews estimates of time to spend on issues as input to the overall technical and cost estimation of the engagement.

Support Request

• Ensures the proper intake, analysis and follow up on support requests, in line with DN M&S processes and SLA’s for the engagement.
• Ownership of the right set up of environment and assists other associates to configure their own for the engagement

Problem Management

• Assures requests are account for in SLA, in order to assure timely and effective resolution of customers’ requests for the engagement.

Incident Management and Reporting

• Ensures the identification, recording and classification of problems of high complexity and high impact, investigates and diagnoses identified problems to propose and implement changes for resolution of the incident.
• Ensures appropriate, comprehensive and timely reporting of the team and provides early escalation of any issue that may affect the engagement.

Resolution Management

• Ensures the identification, recording and classification of problems of high complexity and high impact, investigates and diagnoses identified problems to propose and implement changes for resolution of the incident.
• Ensures appropriate, comprehensive and timely reporting of incidents for the team and provides early escalation of any issue that may affect the engagement.

Change Request Management

• Provides solution and estimation of the change request
• Formulates and resolutions to change requests in order to propose adequate and timely solutions to the customers
• Ensures DN up-dates and fixes as well as (minor) change requests are timely and correctly integrated in the customers environment

Documentation

• Documents and validates tickets, ensure technical documents follow DN aspects
• Ensures the usage of KEDB / FAQs and release notes by all team members in the engagement.

Optimization & Improvement

• Ensures DN up-dates and fixes are timely and correctly integrated in the customers environment
• Provides on-site deep technical support in customer environments, if required.
• Organizes and deliver trainings for product, tools, processes and technical advices for other team members

Methods & Best Practices

• Ensures all best practices and methods are followed as per DN standards.
• Creates reusable components

Proposes and implement best practices in collaboration with the M&S practice

Required Qualifications

• Bachelor or Master's Degree in Computer Science, Computer/Software Engineering, or equivalent
• 0-3 years’ experience
• Good understanding on java and related tools and maintenance experience(Defect Fixing) with respect to same.
• Significant troubleshooting/analysis experience with Client/Server Software Applications.
• Troubleshooting Experience with Oracle Databases /Postgre(SQL acceptable alternative)
• Experience personally handling technical/ticket escalations from customers.
• Exposure to atlassian suite, Jira, Confluence and bitbucket.
• Should have experience on working with Webservices, Rest and SOAP API's.
• Ready to work in Hybrid mode (Offices (Mumbai/Hyderabad) /WFH) & 24/7 on-call mode.
• Very strong English.
• Possible travel to customer site.
• High level of accountability.
Excellent Communication skills

Nice to Have –

• Banking/ATM/EFT/Base24 experience
• Hands on experience with Dockers containers, Kafka Queuing and Kubernetes orchestrations

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