Highly Skilled Production Support Engineer

5 days ago

India Birlasoft Full time

Birlasoft is currently seeking a highly skilled Production Support Specialist to join our team in India.

As a key member of our support team, you will be responsible for providing top-notch technical production support on SaaS products related to regulatory compliance. You will work closely with engineering and support teams to ensure adherence to contractual obligations and provide executive updates and status.

Key responsibilities include:

  • Leading incident management calls on major incidents, coordinating support teams, tracking troubleshooting tasks, collecting impact status, and providing executive updates and status.
  • Automating the administration of company SaaS applications.
  • Providing technical production support on SaaS products related to regulatory compliance, with Workiva and OneSource experience being an added advantage.
  • Collaborating with engineering and support teams on client requirements for SLA reporting to ensure adherence to contractual obligations.
  • Engaging/escalating with support teams, both internal and vendors, as needed based on documented instructions or during normal incident troubleshooting requests.
  • Capturing standard incident information through the life cycle of an incident, including detailed descriptions of impacts and support team involvement.
  • Making use of available troubleshooting tools, including ServiceNow reports and monitoring applications.
  • Communicating SLA dashboards to clients, including internal client relationship management teams, as outlined in client contracts.
  • Utilizing in-place tracking tools like ServiceNow to formally document technical support incidents received from internal and/or external stakeholders.
  • Partnering with Sales and technology teams to assess incidents, identify root causes, and implement corrective actions.
  • Delivering optimal service aligning with contractual service level agreements and/or client/partner classification using data such as profitability models.
  • Creating artifacts like standard operating procedures and knowledge base articles for internal support team activities.
  • Managing day-to-day support activities for existing client/technology partner bases concurrently with integration activities of new partnerships.
  • Fostering strong working relationships with various internal business functions as stakeholders, including Sales, Provider Contact Centers, Product Teams, and Engineering Teams, to deliver products and services for clients, providers, and customers.
  • Ensuring compliance against all applicable client policies and procedures to maintain risk management frameworks.

The ideal candidate will have:

  • Strong verbal and written communication, and critical thinking skills.
  • Strong client/customer focus and ability to manage client/customer expectations.
  • Strong analytical and technical skillsets used to assess and resolve technical incidents encountered by clients/partners.
  • Client relationship management experience, including the use of Salesforce.
  • Understanding of Business-to-Business (B2B) and Business-to-Consumer (B2C) point of sale processing.
  • Experience with using Splunk and other technologies, such as ServiceNow, for production support.
  • Knowledge and working experience with Application Programming Interfaces (APIs), payment processing channels, acquisition systems, and other supporting technology platforms used by clients.
  • Experience and knowledge of Agile framework methodologies, including Scrum, Kanban, and/or SAFe.
  • Developing and executing integration and support test scripts.
  • Experience working as a liaison across various business functions on various IT initiatives.
  • A desire to work in a dynamic, fast-paced environment and drive continuous improvement for the immediate team, cross-functional stakeholders, processes, and provider/customer experience.
  • Good to have working knowledge of Workiva, OneSource.

We offer a competitive salary range of Rs 8-12 lakhs per annum, depending on qualifications and experience. If you are a motivated individual looking for a challenging role in a dynamic environment, please apply.

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