Expert Packaged Application Specialist

3 days ago

Hyderabad Secunderabad Telangana, India beBeeExpert Full time ₹ 1,04,000 - ₹ 1,30,878

Job Description:

The role of an Advanced Engineering Specialist involves ensuring the operational integrity of managed services for clients. This entails proactive management, oversight, monitoring, investigation, and resolution of escalated application-based incidents and problems to restore services to clients.

The primary objective is to review client requests or tickets and apply technical knowledge to provide immediate resolution without breaching service level agreements (SLAs). The focus is on providing forth-line support for complex incidents and requests.

The specialist ensures contracted managed services outcomes are delivered to clients and may contribute to project work as required.

Key Responsibilities:

  • Proactively monitor work queues and provide support to clients with highly technical or sophisticated issues.
  • Work independently to perform operational tasks, resolve escalated incidents/requests within agreed SLAs, and provide timely updates.
  • Identify, investigate, and analyze issues and errors prior to or when they occur and log them in a timely manner.
  • Capture relevant information for immediate resolution and provide forth-level support to escalated incidents.
  • Share knowledge, document issues, and push knowledge down to other engineers.
  • Communicate with teams and clients for extended support.
  • Act as an emergency support contact for critical client and business-impacting issues.
  • Ensure shift handover processes highlight key escalated open tickets and upcoming operations critical tasks.
  • Support, track, and document change implementation.
  • Provide timely escalation of all tickets to management with ensuing updates.
  • Proactively identify, contribute to, implement, and work with automation teams for effort optimization and automating routine tasks.

Required Skills and Qualifications:

The ideal candidate will possess advanced knowledge and experience in ticketing tools, preferably Service Now. They should have worked in multiple large Global Enterprise client outsourcing projects and have a track record of effective shift left work management skills.

The candidate should have advanced years of experience managing Packaged Application technologies such as ERP, Middleware, and other business-critical software. Excellent proficiency in change management process is essential, along with excellent client service orientation and passion for achieving or exceeding expectations.

Excellent written and verbal communication skills are necessary, along with the ability to communicate and work across different cultures and social groups. Ability to plan activities and projects well in advance and maintain a positive outlook at work are also required.

Benefits:

The successful candidate will enjoy a challenging and rewarding career path with opportunities for growth and development. They will be part of a dynamic team that values innovation, collaboration, and customer satisfaction.

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