Technical Support Lead/ Specialist- Tech Support

6 days ago

Noida, Uttar Pradesh, India Pentair Full time

Position Title: Engineer II - Managed Services

Senior Specialist/ Specialist – Managed Services

Reports to (Title): Manager – Managed Services

Location: Noida

Pentair is currently seeking Senior Specialist/Specialist for IoT projects and services in the Smart Products & IoT Strategic Innovation Centre in India team. This role is responsible for leading operations and application support in managed services.

Duties & Responsibilities:
  • Service Mgmt. Reporting Status Tracking & Reporting of L2 team
  • Continuous Service Improvement Process Management & Improvement for Infra operations and Application Support
  • Lead Incident Management of critical and escalated cases
  • Proposing solution to recurring incidents
  • Lead Problem Management activity for production environment
  • Proposing some new enhancements in existing solution
  • Assist teams in Change/Release Management process implementation
  • Risk Management Ownership of Super Admin access in production environment for critical features
  • Lead the new initiative activities for the team
  • Reviewing the performance and providing feedbacks to team members regularly
  • Lead and track Knowledge Management database activities
  • Assist management in resource planning, profile screenings and conducting technical interviews
  • Make sure to smoothen the onboarding process for new members and align them to respective tracks accordingly.
  • Lead L2 teams for onboarding new products, applications, business region expansion for production support
  • Make sure to empower teams with proper setups, devices for effective functioning in Lab and at homes.
  • Handle the 1st level escalation of L2 team
  • Active participation in CCB, CAB meetings
  • Manage application and infra performance reports – Daily, Weekly, Quarterly and need basis
  • Setting up cadence for audit of internal processes and updates as required.
Qualifications and Experience:
  • Mandatory Bachelor's degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline;
  • 8+ years of experience in L2 of managed services / application (mobile or web)/ product support
  • Leading a team for minimum 2+ years
  • 3+ years of experience in the AWS applications
  • Hands on experience in Mobile OR Web App issues troubleshooting
  • SQL Database Trouble ticketing tools( Jira Software & Jira Service Desk preferred)
  • Product Support
  • Good hands-on experience in scripting languages: Python / Python Boto OR Golang/Node-js .
  • Ability to differentiate between product, application & platform issues and proven track record of taking them to closure
  • Preferred Hands on experience on ITIL tools – Jira, JSM ITIL certification
  • Experience in AWS Cloud platform and IoT Products L3 Support experience in addition to L2
Skills and Abilities Required:
  • Flexible to take short term travels on a short notice to facilitate the field trails & soft launch of products
  • Excellent troubleshooting & analytical skills
  • Highly customer-focused and always eager to find a way to enhance customer experience
  • Able to pinpoint business needs and deliver innovative solutions
  • Can-do positive attitude, always looking to accelerate development.
  • Self-driven & committed to high standards of performance and demonstrate personal ownership for getting the job done.
  • Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies.
  • Excellent verbal & written communication skills,
About Us

At Pentair, we believe the health of our world depends on reliable access to clean water. We deliver a comprehensive range of smart, sustainable water solutions to homes, business and industry around the world. Our industry leading and proven portfolio of solutions enables people, business and industry to access clean, safe water, reduce water consumption, and recover and reuse it. We help ensure water is clean when returned to the environment.

Whether it's for fitness and fun, healthier homes, better flood control, safer sky rises, more sustainable ways to farm, or safe drinking water for those who need it most, we won't stop until the world's water is managed the best way possible.

From approximately 130 locations in 34 countries, Pentair's 10,000 employees are united in our unwavering belief that the future of water depends on us.

Our 2018 revenue was $3.0 billion, and we trade under the ticker symbol PNR.

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