Senior Technical Support Engineer

Date:  Feb 22, 2024
Location: 

Mumbai, MH, IN, 400033

Company:  Cimpress India

Production & Technical Support - PR2 

 

 

Job Role: Senior Technical Support Engineer 

Job Location: Mumbai (Remote)

Experience: 5+ years  

 

Roles and Responsibilities:

  • Incident management – Handle complex tickets assigned by L1 to specific application issue, provide short term fixes and work around to allow Business priority to be achieved.  
  • Problem management - Analysis of problem/issue and identification of root cause, follow up for the resolution of issue with Respective teams for permanent & temporary fix.  
  • Able to understand the application workflows well (good understanding of applications supporting currently.) e.g. Order flow, product flow, Matrix, GOPA,
  • 3+ years of leadership experience of people/squad on Application Production Support. 
  • Work with Cross-Functional Teams interface with business group/ vendor for operation & identify automation opportunities in daily operational process.
  • Maintaining and updating technical documents and procedures. 
  • Ability to manage multiple priority conflicting tasks to meet deadlines.  
  • Create and monitor dashboards to have constant check on daily operations and follow-up to further analyse the issues.

 

Must have skills:  

  • Excellent written and verbal communication skills, attention to detail and proactive approach.  
  • Clear understanding of ITIL framework. 
  • Knowledge of Incident Management, Problem Management.
  • Able to work in shifts and flexible hours on request.  
  • Self-motivated, with strong ability to work both independently and with the team.  
  • Strong Analytical and problem-solving skills.  
  • Constant Learning Attitude & Self Doer. 
  • Identify and implement process improvement for production operations and setup monitoring around it. 
  • Must have Excel and PowerPoint skills
  • Must be able to present to management.

 

Good to have:

  • Looker / Snowflake knowledge
  • Understanding of Jira tool or Jira Administration
  • Understanding of Unix / Linux, Python (optional)
  • Experience with Web API (SOAP, Restful, JSON)    
  • Support experience in e-commerce platform would be a plus
  • Hands-on experience in SQL.


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