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Associate Technical Analyst

2 months ago

Mumbai, India QAD, Inc. Full time
Job Description

As an Associate Technical Analyst (Digital Commerce), you will be responsible for administrative support of all Linux hosted in the QAD Cloud infrastructure and for level 1 support of infrastructure related incidents. You will be closely working with the system administration team who is responsible for maintaining and monitoring hosted servers in accordance with established policies, procedures and service level agreements. This role offers significant growth and learning opportunities, collaborating with a talented team committed to innovation and advancing the company.

As a 24x7x365 organization, work on different shifts including night shifts, work on holidays and on-call responsibilities are required.

Note: The role will require the person to support in night shifts ( 6 pm IST to 3 am IST)

What You’ll Do:

  • Respond to and resolve infrastructure related incidents. Handle operating system and active directory user changes and creation.
  • Responsible for Linux printer configuration changes and creation. Escalate issues as required to Team Lead/Manager.
  • Monitor server and system availability using internal monitoring systems and tools. Troubleshoot basic operating system and hardware errors with assistance from vendors as needed. Secure the operating systems and maintain standards based on standard operating procedures.
  • OS Based Script Management. Maintaining system configuration documentation, including run books, software installation instructions, operating system installation and system configuration sheets.
  • The primary role will be to work with our existing eCommerce customers and assist with their day to day needs.
  • You will be communicating with customers and doing requirement gathering and problem solving. 
  • You will be responsible for supporting existing Webjaguar customers with the daily support requests that we receive.
  • Your role is to be on top of your support tickets and to communicate clearly with the different team members if assistance is needed.
  • Creating exceptional customer satisfaction by applying quality service and concepts that reduce customer effort and drive customer loyalty. Make problem resolution for our customers effortless.
  • Other duties as assigned

 

Continual Improvement and Key Personal Skills Required

 

  • Leveraging artificial intelligence based technology to enhance the customer support experience.
  • Excellent communication and effective writing skills
  • Ability work under stress if and when needed
  • Ability to work in Pacific time zone at least 2 to 3 days a week
  • Proactive, Accountable and Dependable
  • Capable of working with teams
  • Interpersonal Skills
  • Ability to be a self-starter

 


Qualifications

 

  • Bachelor’s Degree in Engineering, Technology or Computer Science. Industry certifications like RHCE, RHCSA are preferred, but not required. CS ITIL & systems certifications preferred.
  •  From 2 to 5 years of Linux experience. Familiarity with database systems. Experience with Virtualization technologies, and scripting skills in Java. 
  • Hands on Linux operating systems administration capabilities. 
  • Other knowledge or skills: Ability to ramp up quickly, ease at working in a fast-paced environment, excellent communication and customer service skills.  
  • Web Hosting experience (Apache)

 

Other Program / Supplemental Training:

  • ITIL Foundation certification V4 or equivalent experience.
  • Intermediate knowledge of IT Service Management principle, best practices and frameworks like ITIL and experience with JIRA is required 
  • Experience with working in multinational, multi-cultural teams (desirable). 
  • Multi-tasking, good communicator, eager to learn

 

Computer skills: 

  • Knowledge of basic technical concepts is preferred (Unix, Windows NT, Internet, networks, Progress or Oracle). Programming code for troubleshooting is a big plus (C, C++, Unix, Progress, Oracle, SQL, Java, or XML).
  • RDBMS: MySQL, Frontend: Javascript, CSS, HTML, Digital Science
  • Linux systems administration, Web server administration, Database administration, Networking, DevOps, Cloud Technologies, IT Support, some SEO, Java

 

Other knowledge: 

  • Good Analytical & Technical skills and ability to understand the business needs. 
  • Good communication in English (written and verbal) is required.
  • You have good analytical & collaboration skills and have a passion to solve customer issues. You have a positive and calming approach, to diffuse an escalated situation or irate customer.


Additional Information

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About QAD:

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. 

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