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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
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