what where  
job title, keywords or company
city, state or zip jobs by job 


Thursday, 25 April 2013

Track Lead/ Support Engineer - Level L3 | Need Only USC /GC/EAD

Need Only USC /GC/EAD.

 Location : San Jose

Duration : Long Term

Please go through below urgent requirements.

Track Lead/ Support Engineer - Level L3

Job Description :
The Track Lead/Support Engineer is a member of engineering team whose primary responsibility is to act as a liaison between the L1/L2/business and L4 (developer support) and would also be responsible for case resolution/routing and defining the support plan and the process.

• Need to work with dependent application support teams. Responsible for escalating cases appropriately and working with L4 support engineers.
• Providing proactive & reactive technical support , second line phone/email consultation to independently debug complex product problems.
• Ability to work independently, as the position only receives minimal supervision with no instruction on routine work and general instruction on new assignments.
• Typically interfaces with L1/L2 Support Engineers, Product Managers and internal engineering team.
• P1/P2 application monitoring & support (24X7)
• Problem & Incident management
• Define Support process and OLA's with participating team

Skills Required

·         Strong technical knowledge with Cisco product, troubleshooting cisco products and support
·         Ability to understand complex product, customer issues and technical architecture to provide solutions that is easy for customers to understand.
·         Demonstrates leadership qualities including: a sense of vision, ability to motivate and inspire others, solve problems, meet deadlines, and confidence
·         Excellent presentation and communication skills including written, verbal, and listening skills
·         Quickly earns credibility and trust with stakeholders through open communication
·         Ability to influence others. Influences others to make decisions and take actions aimed at achieving common objectives that ultimately benefit customer
·         Strong background in J2EE/Java applications, web applications, databases and Large scale Architectures.
·         5-7 years of experience providing post production application support/on call support dealing with internal/external customers/users.
·         Experience working with ticketing/case creation/escalation applications.
·         Experience (8 years) with web based product Architectures; Ability to assess commercial level performance, scalability, and robustness system issues in web based products.
·         Experience (5 years) programming with Java and XML based products.
·         Experience with Network Technologies (Cisco device knowledge is plus)
·         Experience (5 years) with Oracle based products on UNIX /Linux development environments and products on Windows systems.
·         Experience (3 years) with Object-oriented Software Development Methodologies.
·         Webserver & Application server knowledge

Education required

Bachelors in Computer Science or equivalent

No comments:

Post a Comment