Tier Lvl 2 support Cloud Monitoring apps

6 months ago

Pune, India Vertiv Full time

Tier Lvl 2 support Cloud Monitoring apps - AM

RESPONSIBILITIES  

Technical Support 

Provide Technical Assistance 

Self-deploy for on-site Technical Assistance as required with minimal supervision 

Model and enforce Vertiv safety and security guidelines at all times 

Lead customer meetings as directed 

Lead root cause investigations 

Proactively identify possible future issues and coordinate with the appropriate departments to reduce and/or remove impact 

Sustaining 

Lead development of software-related documentation 

Provide support and documentation to SWE’s, internal and external customers. 

Document and submit enhancements as collected from internal/external customers 

Projects 

Participate in review, Alpha/Beta testing, UAT and validation of solutions for Remote Monitoring solutions 

Participate in customer trials 

Participate in development of departmental procedures/guidelines 

Participate in development and validation of procedures for monitoring offerings 

Participate in DRB and Stakeholder meetings 

Create and deliver training content as assigned 

Administration 

Document cases for tracking and reporting purposes 

Manage intercompany relationships and processes for product support and development. 

Work with the Remote Monitoring Support leadership to define and develop methods and procedures. Institute best practices and ensure the procedures are enforced. 

Work closely with the Remote Monitoring and Life Services Manager to ensure understanding and communication of the scope, schedule, and resource allocation. 

Monitor team schedules and ensure coordination of activities on the critical path. Must have ability to communicate effectively, including conducting effective meetings and presentations. 

Comply with all necessary policies/guidelines regarding the general business activity. 

Maintain the communication conduit with upper management to ensure coordination with peers on all activities. 

Continuous Improvement 

Ability to quickly learn new technologies and tools and apply this knowledge to products, processes and customer environments. 

Multi-task in a fast paced environment and successfully achieve deadlines as required 

Attend new product and self-development training classes. 

Stay familiar with new products/environments that may affect product operation to include new revisions, updates, upgrades, etc. 

Other duties or projects as assigned. 

QUALIFICATIONS  

Minimum Qualifications:  (education, experience level, knowledge, skills, certifications). 

NOTE: Polytechnic/Computer Science/Telecommunications or similar education or experience in relevant field – preferred  

Experience in the following areas: 

Interacting with customers in a technical role 

Working directly with hardware and/or software systems in data center or other high-availability environments 

Minimum two years equivalent industry experience in one or more of the following : 

BAS/BMS systems 

Electronic Monitoring systems 

Protocols and integration 

Computer based networks 

Basic Database Knowledge 

Basic Software Knowledge  

Technical support  

Minimum two years’ experience interacting with customers in a support role required, technical support experience preferred 

Experience working with interdepartmental teams to resolve end-user problems 

Minimum two years’ experience in Monitoring or BMS/BAS systems required 

Excellent technical knowledge of Vertiv Monitoring products and services or similar monitoring systems is good to have 

Effective troubleshooting skills and resolution documentation 

Knowledge of Operating Systems, Software Architecture, Software dependencies, API’s. 

Proficient in Office 365 

Firm understanding of Data Communications Processes, including: 

Network devices 

LANs, WANS 

VPNs, RDP. 

Understanding of key protocols: Modbus, RS232, RS422, RS485, ARCnet, and BACnet, SNMP and other network protocols. 

Understanding of SQL languages 

Basic understanding of built-in browser troubleshooting tools 

Excellent grasp of English both written and spoken 

Excellent writing and verbal communication skills 

Excellent organizational and time management skills 

Strong analytical and problem-solving abilities 

Possess a positive attitude and flexibility in a rapidly changing environment 

Ability to manage multiple projects/issues simultaneously 

Properly interact with all levels in the organization, and with the customer 

Conscientious, accurate, detail oriented, and self-motivated 

Ability to work without direct supervision 

POSITIONS ELIGIBILITY REQUIREMENTS  (travel, location, etc.) 

Reactive, fast paced environment 

Professional office environment 

On-call availability through a national paging/cellular system using a scheduled rotation 

Maximum of 10% domestic and international travel as required 

Flexible schedule (Weekends, evenings, holidays) 

Available for travel in event of emergencies 

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