Production Support Engineer

GlobalSoft Inc | Referral reward: Amount | Bangalore


Production Support Engineer – Reltio

GlobalSoft Inc. is an established provider of leading-edge solutions and consulting services to G2000 business and technology vendors. Growth in our Client Services practice has created a need for an experienced Product Support professional to join our team to provide product and technical support for Reltio products.

Position description

As a Production Support Engineer, you will monitor and support production and QA environment of Reltio customers. Reltio’s products are complex, enterprise-level software applications used by Global 2000 organizations. You will function as a single point of contact for the client and work closely with Reltio Support, QA, Engineering, Solutions Delivery and Product Management teams to ensure that Reltio is delivering overall superior service to the customers.

 

Key Responsibilities

  • Monitor Daily Operational Activities of a production system such as Load Jobs, Match & Merge process, data purging and cleanup.  Analyze Job alerts and emails triggered from MDM processes and action when necessary.
  • Manage changes or customization of the existing system by raising Change Requests with Support.
  • Understand product API functions to answer all customer questions and advice on possibilities to integrate third party applications. Collaborate with Support to get answers and help when necessary.
  • Manage reports dashboard, which caters to all hub related metrics and can be presented in Bar Graph, Line Charts, Bubble Charts, etc... These reports are configured during implementation. Any changes to it would be managed through change requests.
  • Understand the Product Upgrade cycle and the new features of the release. Test and validate changes of the upgrade and all dependant functions.
  • Own the User Management process and cater to add, edit and delete user requests based on approvals.
  • Single point of contact for all support activity for customer. Responsible to raise support tickets, collaborate and triage with support and development team to resolve issues.
  • Responsible for detailed documentation of Operations Guide, System Architecture and Design. Will be operating on agreed SLA and generate production support related activity report on a weekly and monthly basis to share with all stake holders.

 

Requirements & Qualifications

  • BE/BTech/MCA degree or equivalent technical experience.
  • 8+ years of experience in the software industry.
  • 3+ years experience either as a production support engineer or as an implementation consultant, with experience in front-line contact with customers via phone and e-mail. Experience in second and/or third line support is an advantage.
  • Excellent analysis, debugging and trouble-shooting skills, and persistence in problem solving
  • Extensive hands-on experience with Java, JSON, REST Services, No SQL databases, ETL
  • Strong BigData technology experience
  • Excellent communications and interpersonal skills.
  • Track record of accomplishment and effectiveness within organizations.

 

Preferred skills for this role include

Technical:

  • Experience and/or familiarity with data analysis activities
  • Development and/or Production Support Experience with J2EE applications and No SQL databases, ETL (PowerCenter), MDM, Cassandra, Amazon AWS
  • Familiarity with CRM or incident tracking and management systems such as Siebel, Remedy, Clarify, etc.

Personal attributes:

  • Highly detail oriented, accurate, and organized
  • Ability to perform comfortably in a fast-paced, deadline oriented work environment
  • Strong oral and written communication skills
  • Must be flexible and comfortable with change
  • Open to working in shifts and has to support US hours
  • Applicant will be a self-starter with a strong desire to grow both technically and in their knowledge of operational business.



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