Maintenance and Support Engineer

Job Description

Position: Seasoned Software Support Engineer

Handles most complex cases and takes a leading role in the execution and improvement of local maintenance and support. When applicable, take part in escalation meetings with customers. The Software Support Engineer is responsible for defect fixing, building knowledge of our business, and considered a Subject Matter Expert (SME) for certain areas of our products to assist regional teams and end customers. The engineer has to be familiar with the entire software development lifecycle. The engineer has to be familiar with the entire defect fixing lifecycle and working with multiple stakeholders like customers, partners, product development teams, etc. Our culture encourages not only knowledge building and best practice sharing but also gives the opportunity to provide feedback for continuous improvement.

Estimation

• Assesses the required efforts and timelines for all M&S activities as input for the overall SLA.
• Produces and reviews estimates of time to spend on issues as input to the overall technical and cost estimation of the engagement.

Support Request

• Ensures the proper intake, analysis, and follow-up on support requests, in line with DN M&S processes and SLAs for the engagement.
• Ownership of the right setup of the environment and assists other associates to configure theirs for the engagement.

Problem Management

• Assures requests are accounted for in SLA to ensure timely and effective resolution of customers requests for the engagement.

Incident Management and Reporting

• Provides On-call/Onsite support for mission-critical incidents.
• Adherence to customer SLA expectations/requirements.
• Ensures the identification, recording, and classification of problems of high complexity and high impact, investigates and diagnoses identified problems to propose and implement changes for resolution of the incident.
• Ensures appropriate, comprehensive, and timely reporting of the status, metrics, and provides early escalation of any issues that may affect the engagement.

Resolution Management

• Leads joint resolution and testing with the development team, M&S team members, and others as required to meet customer and SLA expectations/requirements.
• Ensures appropriate defect fixing, comprehensive, and timely updating of incidents with resolutions provided.

Change Request Management

• Provides solutions and estimation of the change request.
• Formulates the resolutions of change requests to propose adequate and timely solutions to the customers.
• Ensures DN updates and fixes as well as minor change requests are timely and correctly integrated into the customers' environment.

Documentation

• Documents and validates tickets, ensures technical documents follow DN aspects.
• Ensures the usage of KB / FAQs and release notes by all team members in the engagement.

Optimization & Improvement

• Ensures DN updates and fixes are timely and correctly integrated into the customers' environment.
• Provides on-site deep technical support in customer environments, if required.
• Organizes and delivers training for products, tools, processes, and technical advice for other team members.

Methods & Best Practices

• Ensures all best practices and methods are followed as per DN standards.
• Creates reusable KB components.
• Proposes and implements best practices in collaboration with the M&S practice.

Required Qualifications & Skills

• Bachelor or Master's Degree in Computer Science, Computer/Software Engineering, or equivalent.
• 3-5 years experience.
• Strong understanding of Java and related tools and development/maintenance experience with respect to the same.
• Process experience (working within as a minimum).
• Significant troubleshooting/analysis experience with Client/Server Software Applications.
• Troubleshooting experience with Oracle Databases/Postgre (SQL acceptable alternative), Java, Openshift/AWS/Azure environments.
• Experience personally handling technical/ticket escalations from customers and/or leadership.
• Exposure to Atlassian suite, Jira, Confluence, and Bitbucket.
• Should have experience working with Web services, REST, and SOAP APIs.
• Willing to travel to the customer site.
• High level of accountability.
• Excellent oral and written communication skills with proficiency in English.
• Exposure to microservices architecture.
• Hands-on experience with cloud-native technologies like Docker, Kafka, Kubernetes.
• Banking/ATM/EFT/Base24 experience.
• ATM/POS messaging (NDC, ISO8583, SPDH), RKL.
• Windows/Linux troubleshooting experience.
• Visa/MasterCard schemas and networks.
• Knowledge of HSM, payment security/PCI.

Why should you join Diebold Nixdorf?

Brightest minds technology and innovation business transformation. The people of Diebold Nixdorf are 23,000 teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees, or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes.

We are a global company operating in multiple locations and entities. As we are keen to find the best solution for our candidates, several legal entities might be applicable for a job offer. A list of our operating entities can be found here.

Locations: Mumbai, Maharashtra, India

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