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Software Support Engineer
hace 4 semanas
* Decisive individual with capability to work with minimal management guidance.* Ability to research problems with no known solutions and design solutions for identified problems.* Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident* Knowledgeable on 3rd party products used within customer solutions* Prepare and deliver training on products and systems, as appropriate* Prepare various technical documents on technologies, customer environments, products and systems* Actively participate in making the team a success by achieving team objectives* Adherence to NCR Atleos Software Support SLA Guidelines* Proper usage of incident tracking tool (as per incident working guidelines)* Work all incidents diligently to ensure customer satisfaction targets are achieved* Identify potential customer escalations and keep management informed* Assist team members with management of high priority incidents/ critical sites* Early adoption of new technologies* Identify training required for team to ensure NCR Atleos Software Support are ready to support new products* Work with LT on targeted special projects* Identify ideas, tools, processes and sharing of information to assist in the ongoing improvement and efficiency of NCR Atleos Software Support* Is an initial escalation point for all team members for resolution of internal or external technical issues of any nature.* Participates in recruitment cycles as required. The functions include: - + Performing interviews + Provide input for selection of successful candidates* Delight customers by providing world class technical support. Be firm but courteous and polite when dealing with customers always.* Enhance customer service by dealing with all incidents professionally.* Investigate issues (independently) reported by the customer and Identify product documentation issues, code issues, configuration issues etc.* Reproduce customer issues and test fixes within NCR Atleos lab.* Debug code to isolate issues.* Subject matter expert on one or more areas of the product or multiple products.* If required, be the local team lead and represent Support Management + Run the day-to-day business. + Ensure progress is being made on open incidents by all team members. + Represent the team on customer calls to discuss issue updates. + Generate reports from tools and present incident metrics to management. + Help the team keep control over incident backlog.* Be a mentor to other team members/subordinates. + Help them learn support tools. + Ensure they are following the right process. + Guide them in their investigation. + Review the solutions they provide. + Conduct training sessions.* Handover of customers from project to support team. + Lead and guide sessions conducted by project team to handover customers. + Review documents and checklists provided during the handover. + Provide final approval that the handover is complete. + Keep all the handover artefacts updated on Confluence.* Collaborate with other departments like Engineering, Professional Services, Sales etc. to get issues fixed and delivered to customers in a timely manner (within SLA).* Follow NCR Atleos incident management process to track issues until closure.* Own all the customer issues until closure.* Provide proactive updates to customers and other stakeholders until issue closure.* Perform proactive follow-up where necessary until issue closure.* Keep incident lifecycle and status updated via the NCR Atleos bug tracking tool until closure.* Capture analysis/research to use as a knowledge article by other team members.* Manage multiple issues of differing stages of investigation and priority by understanding business impact and sense of urgency required.* Perform root cause analysis and document corrective and preventive actions.* Maintain customer environment within NCR Atleos lab.* Meet customer SLAs as documented in their respective contracts.* Provide 24 X 7 customer support via resource rotation.* Keep team calendar updated (rotation, vacation, holidays calendar etc.).* Mandatory compliance to NCR Atleos Code of Conduct & Shared Values.**Technical** **Qualifications:*** Understanding of payments transaction processing like authorization, ATM & POS terminal driving and switching.* Knowledge of ISO 8583 and XML* Knowledge of relational databases and SQL.* Code debugging using Java technologies and relational databases.* Customer support experience.* Knowledge of Webservice SOAP / REST.* Knowledge of Linux OS & basic commands.* A broad understanding of technology – both infrastructure and application.* Ability to create root cause analysis documents (including corrective/preventive actions).* Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science.* Minimum of 9 years software related job experience (support/development).* Good communication skills both written and verbal.* Ability to work effectively in a team environment.* Proactive and positive attitude.* Decision making. Problem solving.* Interpersonal and leadership skills.* Attention to detail.* Ability to be focused and a self-starter.* Have a strong desire for quality.* Ability to multi-task.* Tact & diplomacy.* Excited by the challenge of the unknown.* Analytical Skills.* Ability to work flexible working hours.A career at NCR Atleos means embracing our innovative culture and values, seeking new adventures and carving your own path.#J-18808-Ljbffr
