Technical Delivery Engineer

• Title of the Position: Technical Delivery Engineer – 2nd Line – Data Platform
• Designation: Senior Engineer
• Work Location: Mangalore (Work from Office)
• No. of positions: 02
• Client from: UK
• Business Unit: Application Development
• Shifts: UK shift

Who We Are:

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.

Summary of the Position:

Our business protects UK organisations with the goal of enabling them to operate effectively and securely in the cloud, by giving them secure platforms to innovate and grow. We support our customers on their digital transformation journey regardless of their maturity. Our vision is to be the UK's number one provider of secure, integrated cloud services to the small to mid-size market.

The Engineers in the team will monitor the Service queues to ensure all client raised cases are dealt

within a timely manner. This role focusses on Microsoft SQL Server and MariaDB support. The position has a focus on performance optimisation and security of client's Microsoft SQL Server environments, end-to-end data architecture reviews and, resolution of client tickets in line with Six Degrees record management processes and ITIL standards. Additionally, providing support for performance analytics and reporting. They will also be expected to work directly with the tools employed by the client, vendors and suppliers. The engineer must have demonstrated responsibility of maintaining and developing the technical skills required for their technical specialism in Microsoft SQL Server administration to deliver technical excellence and service to our customers in accordance with key performance indicators and service level agreements. This will include experience with a variety of SQL solutions such as Azure SQL, SQL Backup and Recovery, SQL High Availability and SQL Server performance monitoring and tuning. They must also have a good understanding of the ITIL framework, particularly Incident and Change, as the Engineers will often be required to implement Change through either RITM or Change.

Roles & Responsibilities: (What you'll do)

• Our Technical Delivery engineers have a strong focus on the client and delivery to meet them requirements, resolve issues and provide a professional service to their satisfaction.
• The ideal candidate must have demonstrated responsibility of maintaining and developing the technical skills required to provide these services to our customers in accordance with performance indicators and service level agreements.
• This will include maintaining good customer communication as a point of escalation and pro-actively managing internal support escalations through all supporting levels.

• Day to day expectations include:

• Responding to Incidents referred to team queue.

• Resolving Incidents within the customer Service Level Agreement (SLA).
• Planning, Scheduling and Completing Service Requests and at an agreed time with the customer, within SLA.
• Implementing out of hours Service Requests
• May be required to be part of on call rota to support out of hours Incidents (approx. 1 in 4 weeks

Qualification & what you have:

• BTech/Mtech, BCA/MCA, or University degree or equivalent qualification in related discipline

• Relevant technology certifications in at least one associate level as appropriate to the technology specialism of the role:

• Database technologies - Microsoft SQL Server2008 R2-2022, Azure

• SQL Database (DP900, DP300, Exam 70-465, Exam70-467
• ITIL V3 or V4 Foundation

Experience:

• 5+ years of professional experience.

• Working with relevant technology and delivering brilliant technical services including proven working experience in installing, configuring, and troubleshooting complex systems and environments.

• Understanding of the ITIL processes, particularly change and incident management
• Proven experience in delivering effective communication

Shifts:

• Flexible to work in shifts as and when necessary

Skills:

• Excellent verbal and written communication
• Strong collaborative mind-set
• Continuous improvement mind-set
• Quick learner who easily adapts to ambiguous situations
• Strong relationship building skills
• Foundation level technical background in SQL Server:

SQL Server 2008 R2-2019, Azure SQL Database