Technical Support Manager

1 day ago

New Delhi, India Idemia Full time

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography , we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose

Purpose of the job: Managing Level 2b support and maintenance of IDEMIA systems at customer site.


Main responsibilities

Ensure customer satisfaction in maintenance and support Maintain IT components in the backend and related endpoints, including Hardware and Software Troubleshoot, analyse and resolve tickets escalated by on-site Level 1 and Level 2a Teams Commit to a resolution date, formalize action plan and implement workaround for fault rectification Perform root cause analysis of technical issues Communicate and interface with vendors and customers Generate reports and write documentation, e.g. maintenance guide, operation manual, test procedures and test reports May be required to stand in and perform 24/7 shift duty in case of resource shortage Other duties as assigned

Key Challenges

Ability to work in a fast paced & dynamic environment, handling complex incidents with professionalism Conscious about service quality, with an appropriate sense of urgency in fulfilling customer requirements Possess strong troubleshooting skills and techniques Ability to manage daily support activities independently Ensure completion of operational requests within agreed Service Levels

Key Missions

Analyzes, troubleshoots and resolves tickets escalated by support level 1 or 2 (internal, external) within SLA or internal OLA Reproduces and document customer problems and escalate them to relevant solution or product development teams Provides input as required on product and customer specific functionality, configuration and usage Designs corrective action plans or local workarounds that allow issues to be solved within the SLA Documents ticket resolution and ensure proper communication or reporting to customers on ticket resolution progress Maintains support documentation up to date Carries out on-site administration and preventive maintenance activities Performs system upgrades at customer premises during post go live period (ramp up/grace period) Ensures procedures are correctly implemented Maintains IT infrastructure and backend components, including hardware and software Manages a team of Customer Success/Field Service Engineers Manages critical issues Manages the customer during critical situations and the communication exchanges with Customers Conducts standard and complex analysis within several domain

Profile & Other Information

Experience & background: At least 12-16 years of experience in technical support and systems administration in a vendor environment

Education: Diploma in Computer Science/Computer Engineering/Information Technology related field, or equivalent practical experience

Technical skills
Knowledge and experience in:
• Enterprise scale Linux and Windows administration with strong troubleshooting skillset
• VMware ESXi and vCenter administration with strong troubleshooting skillset (Preferable with CLI knowledge) (7.0 and above) 
• Kubernetes K8s
• TCP/IP Networking, Network/Security devices (e.g. Cisco Switch, Firewall, Fortinet)
• MSSQL, Oracle, and other database servers
• Monitoring systems (e.g. Centreon, Nagvis)

Familiarity with the following will be advantageous: -
• Management of SAN storage, NetApp storage and tape library
• Administration/Management of security tools, e.g. Antivirus, EDR, Windows Key Store, etc.
• Windows PowerShell, Unix Scripting

  • Technical Support Manager

    2 days ago

    New Delhi, India Idemia Full time

    Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our...

  • Technical Support

    1 day ago

    New Delhi, India Brainwork Technologies Full time

    An individual would be responsible to monitor the network of a client remotely through network management systems (NMS tools). The concerned person has to keep a check on the performance of the network and notify alerts to the technical team. The support is to be provided through emails to the networking team of the client.Job Responsibilities: The candidate...

  • Technical support specialist

    2 weeks ago

    New Delhi, India Kinco Automation Full time

    About the Company: Kinco is a leading supplier of robotics, industrial automation, and factory digitalization solutions in China. We take intelligent manufacturing as development direction, 1+N as industry layout, establishing deep links with industry-leading customers, providing innovative, high-quality, and economical automation and digital solutions,...

  • Technical Support Specialist

    1 week ago

    New Delhi, India Kinco Automation Full time

    About the Company:Kinco is a leading supplier of robotics, industrial automation, and factory digitalization solutions in China. We take intelligent manufacturing as development direction, 1+N as industry layout, establishing deep links with industry-leading customers, providing innovative, high-quality, and economical automation and digital solutions,...

  • Technical Support Specialist

    2 weeks ago

    New Delhi, India Kinco Automation Full time

    About the Company: Kinco is a leading supplier of robotics, industrial automation, and factory digitalization solutions in China. We take intelligent manufacturing as development direction, 1+N as industry layout, establishing deep links with industry-leading customers, providing innovative, high-quality, and economical automation and digital solutions,...

  • Technical Support Specialist

    2 weeks ago

    New Delhi, India Kinco Automation Full time

    About the Company: Kinco is a leading supplier of robotics, industrial automation, and factory digitalization solutions in China. We take intelligent manufacturing as development direction, 1+N as industry layout, establishing deep links with industry-leading customers, providing innovative, high-quality, and economical automation and digital solutions,...

  • Technical Support Specialist

    2 weeks ago

    New Delhi, India Kinco Automation Full time

    About the Company: Kinco is a leading supplier of robotics, industrial automation, and factory digitalization solutions in China. We take intelligent manufacturing as development direction, 1+N as industry layout, establishing deep links with industry-leading customers, providing innovative, high-quality, and economical automation and digital solutions,...

  • Technical Support Specialist

    2 weeks ago

    New Delhi, India Kinco Automation Full time

    About the Company: Kinco is a leading supplier of robotics, industrial automation, and factory digitalization solutions in China. We take intelligent manufacturing as development direction, 1+N as industry layout, establishing deep links with industry-leading customers, providing innovative, high-quality, and economical automation and digital solutions,...

  • Technical Support Specialist

    2 weeks ago

    New Delhi, India Kinco Automation Full time

    About the Company: Kinco is a leading supplier of robotics, industrial automation, and factory digitalization solutions in China. We take intelligent manufacturing as development direction, 1+N as industry layout, establishing deep links with industry-leading customers, providing innovative, high-quality, and economical automation and digital solutions,...

  • Technical Support Specialist

    1 week ago

    new delhi, India Kinco Automation Full time

    About the Company: Kinco is a leading supplier of robotics, industrial automation, and factory digitalization solutions in China. We take intelligent manufacturing as development direction, 1+N as industry layout, establishing deep links with industry-leading customers, providing innovative, high-quality, and economical automation and digital solutions,...