Support Engineer

You will bring

• Degree in Software Engineering or similar.

• Solid Linux/Unix handling knowledge.

• Scripting (e.g. Shell, Python, Ansible).

• Experience in container technologies, e.g. Docker/Kubernetes.

• Knowledge on Grafana, Elastic search is a merit.

• Able to make standard configurational changes and regular application upgrades using SOP/MOP.

• Meritorious is an Oracle database experience.

• Meritorious is to have demonstrated ability from Mobile Commerce, online banking, or the IT area of the financial sector that has worked in.

• ITIL / eTOM process certification and knowledge will be a merit.

• Having background of service operations (problem, event, incident mgmt.) and service transition (change and knowledge mgmt.) is a must.

• Fluent in spoken and written English.

• Exceptional communication skills, both written and verbal.

• Excellent active listening skills.

• Flexible and adaptable; able to work in ambiguous situations.

• Problem solving and root cause identification skills.

• Must be a team player and able to work collaboratively with and through others.

• You will work in Managed Services delivery as part of Onsite support team responsible for system stability, performance and life cycle management

• This also includes support for patching, failover preparation and verification, troubleshooting during incidents, and preventive maintenance.

• Be responsible for the coordination, management, and execution of proactive and reactive maintenance activities that require a higher level of support.

• Able to investigate, debug and reproduce issues, provide fixes and workarounds, and verify changes to ensure continued operability of the software solution.

• Implement approved workaround where possible

• Preparation of the incident report

• Review and secure RCA from 3PP and L3 support

• Contribute towards meeting all the Managed Services SLAs and KPIs as applicable to the customer contracts.

• Release & Deployment Management Support

• Responsible for mentorship and Knowledge base data creation

• Be able to support onsite outside of business hours.

• Be able to work as per shift roaster (applicable for engineers working as part of Ericsson 24*7 delivery setup)

• When Onsite, Act as the Customer interface for change requests, service requests, subscriber queries and any other technical issues related to business demands, system performance and stability.

• Handle calls/bridges for ongoing Issues and update all stakeholders on progress/analysis/resolution.