MES support

2 weeks ago

Chennai, India HTC Global Services Full time

Responsibilities:

❖ Ensuring that client systems are fully operational and any possible loss of service is

restored in a timely and efficient manner.

❖ Providing a high level of service to our customers and adhering to our strict SLAs for

response and restoration times.

❖ Problem determination, workaround resolution, root cause analysis.

❖ Deployment of service releases, patches, requests and customizations.

❖ Providing technical support to teams within the organization, and to external clients when

required.

❖ Assisting with systems integrations.

❖ Managing tickets system and ensuring a comprehensive database of queries and

resolutions is kept up to date.

❖ Identifying and resolving technical issues.

❖ Participating in Server/Database migrations.

Requirements:

❖ 6 to 8 years of experience in a support or customer service role or similar experience.

❖ Firm grasp of Structured Query Language (SQL). Preferred is PostgreSQL.

❖ Linux advanced user.

❖ Handling web servers like Apache tomcat which includes web application deployments

and intensive troubleshooting.

❖ Knowledge on portal frame-work like Liferay, Angular JS

❖ Basic knowledge of Java.

❖ Basic/intermediate knowledge in API testing/troubleshooting.

❖ Knowledge of ERP systems is desirable (Oracle, SAP, NetSuite, etc).

❖ Basic knowledge on IIoT.

❖ Basic knowledge on docker container, Kubernetes

❖ Knowledge on the developer tools in chrome/firefox.

❖ Flexibility to work after hours/weekends when required.

❖ Excellent English communication skills.

❖ Bachelor’s degree

Nice to have:

❖ MES/SFDC experience/knowledge. Knowledge of other MES software solutions.

❖ End to End manufacturing Business process.

Key Abilities:

➢ Troubleshooting skills

○ Requires critical and creative thinking. Must be able to find the best possible

solution to every problem, keeping the customer’s best interest in mind.

➢ Collaborative

○ Able to work closely with teammates, other teams, customers and management

alike to achieve mutual success.

➢ Effective Multitasking

○ Don’t try to do everything at once, prioritize and materialize.

➢ Documentation skills

○ Well versed at following documented procedures, but with a keen eye for process

improvement and proactively propose such changes.

➢ Customer service

○ Communication. Ability to understand and convey technical concepts into simple

ideas for end users.

○ Empathy. Understand the impact every issue has on our customers, act

accordingly with the proper sense of urgency.

○ Patience. Keep focus and calm while dealing with a complex situation, a very

demanding customer or a tight deadline.

➢ Adaptability

○ Capable of quickly acquiring new information, learning and dominating new tools,

following procedures. This aspect is key to this job as the selected candidate will

be expected to start contributing right away.

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