Hansen Technologies

3 months ago

Pune, India Hansen Tehcnologies Full time

About Hansen:

Hansen (ASX: HSN) is a global provider of software and services to the energy, water and communications industries.

With our award-winning software suite, we help more than 600 customers in over 80 countries to create and deliver new products and services, engage with customers, and control and manage critical revenue management and customer support processes.

Traditionally Hansen has been known for our billing and customer care solutions for utilities and energy companies; and for our BSS/OSS solutions for the communications industry.

Yet today our solutions are far broader than this - from enabling the strategic trading of energy resources, to gaining real insights from the data tsunami that smart meters enable and the ability to quickly sell products through our Catalog-driven solutions.

Put simply, our solutions are essential ingredients in our customers' commercial business model, providing them the ability to create and deliver these essential services, charge for them, and establish and maintain lasting relationships with their end customers.

Job Title : Support Analyst

Location : Pune

Department : Software Delivery

Business unit : CSF

Role Purpose : To provide 24x7 support to new clients.

Reporting Relationships : Managed Service Manager

Direct Reports : NA

Key Responsibilities:

- Working with the Managed Services Team to provide operational support to Hansen clients.

- Assist with Application Maintenance processes such as Problem Management, Performance & Capacity.

- Assist in Service Improvement Initiatives and small change work.

- Gain an intimate knowledge of the client's implementation and critical business processes.

- Investigate new incidents as reported by customers, and ensure the issue is properly understood and documented.

- Gather necessary evidence for triage and incident resolution.

- Fulfill client service requests.

- Perform daily operational tasks in Production environments.

- Escalate Sev1 or urgent issues as needed to the appropriate teams and management.

- Resolve incidents per Hansen triage and resolution processes or escalate to Tier 2 for additional assistance.

- Communicate regularly with customer and internal resources on the status of the incident per accepted guidelines.

- Ultimately responsible for the resolution of all incidents opened by the client.

- Assist with the implementation, configuration, and maintenance of utility and monitoring scripts (PowerShell, Bash (Linux Shell)) as part of product monitoring solutions.

- Provide after-hours support for Sev1 situations as part of a 24x7 on-call Rota.

Duties & responsibilities of your role may change from time to time to meet the needs & requirements of the business.

Essential Competencies :


You're someone who has:

Job Description:

- Degree in Engineering, Information Technology, Computer Science, or related discipline

- 2+ years of experience in a business-to-business environment working for a software development company in roles such as technical support, business analysis, help desk, project management team, client on-site support, or other customer-facing technical roles.

- Experience with AWS Cloud Platforms and services, including setting up, using, and troubleshooting issues in 3 or more of the following: Kubernetes, Jaeger, Kibana, Grafana, Elastic Search, and Postgres SQL.

- Good scripting knowledge - (PowerShell, Bash (Linux Shell)).

- Windows Server Knowledge: Windows Server OS, IIS, Windows Services, general administration, and troubleshooting - Active Directory, DNS, Event Logs.

Preferred Skills You're someone who (may) have:

- Intermediate level of knowledge of Relational Database like MS SQL, Oracle, and NoSQL Database: understanding of Security, Stored Procedures, SQL Profiling, and strong knowledge of a Query language.

- Experience with MongoDB.

- An understanding of CI/CD principles, technologies, and processes.

- Working knowledge of Docker or other container technologies.

- Some experience in QA and user acceptance testing.

- Node.js server experience.

Core Values :


- Meet with any Hansen team member and you will quickly feel like you have walked into a tight global family - one that is diverse, inclusive and with a strong culture.

The values we uphold shine through in everything we do - they are simple yet core to who we are: People and Family, Treat It Like It's Your Own, Focused and Committed, and One United Team.

To build on this culture, we seek people who are passionate, engaged, curious, respectful, and keen to step outside the box and work across multiple geographies with a range of incredibly talented individuals and teams.

You're someone who lives by our values.

(ref:hirist.tech)

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