Lead Escalation Engineer

1 week ago

Bengaluru, India TIBCO Full time

Job Description The Lead Escalation Engineer is responsible for providing technical assistance on Citrix products to customers of large size, scope, and/or political complexity - via phone, email and/or remote access. - The support focuses on in-depth problem analysis of Citrix products and their integration into enterprise-wide mixed environments. - The incumbent often assists less senior colleagues - conducting cases reviews and providing mentorship to ensure quicker resolution. Uses sophisticated technical troubleshooting skills acquired through wide-ranging experience to independently isolate, analyze, and provide resolution to customer issues of high complexity. - Qualifies only the most complex customer issues for assistance from the escalation team or other vendors. - Works to achieve operational targets with major impact on the departmental results. - Contributes to the development of goals for the department and planning efforts (budgets, operational plans, etc. ). - May manage large projects or processes that span outside of immediate job area. - Work is performed with limited oversight. - Responsible for making moderate to significant improvements of processes, systems or products to enhance performance of job area. - Problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand the problem. - Problems typically impact multiple departments or specialties. - Problems are typically solved through drawing from prior experience and analysis of issues. - Communicates with parties within and outside of own job function. - Typically has responsibility for communicating with parties external to the organization (e. g. , customers, vendors, etc. ) - Works to influence parties within and outside of the job function at an operational level regarding policies, procedures and practices. - Typically responsible for providing guidance, coaching and training to other employees within job area. - Typically responsible for managing major/complex projects at this level, involving delegation of work and review of work products. Required Experience/Skills: - Recognized subject matter expert. - Manage large projects or processes. - Coaches, reviews, and delegates work to lower level employees. - Achieve Operational targets with major impact on department results. - Requires deep knowledge of job area typically obtained through advanced education combined with experience. - Typically viewed as having a specialty within discipline. May have broad knowledge of project management. - Typically requires a University Degree or equivalent experience and minimum 8 years of prior relevant experience; or Master s degree with 6 years; or PhD with 3 years of experience. - Proficient with managing escalated and challenging customer situations - You need experience installing, configuring and administering: Active Directory, Group Policies, and Windows Server Architecture. You will have a working understanding of networking protocols, security technologies, and topography. - We need you to have a basic understanding of Databases (SQL preferred) and SAN technologies for this role. - In order to provide premier support you need general knowledge of scripting (Powershell etc) or introductory coding knowledge. - You should have a deep understanding of OS Internals.

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