Production/Application Support Engineer L3 @ Diebold

Job Description

Roles and Responsibilities

Total Exp - 4 - 8 yrs (C++ / Angular)

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 set up of environment and assists other associates to configure their own for the engagement

Problem Management

• Assures requests are account for in SLA, in order to assure timely and effective resolution of customers requests for the engagement.

Incident Management and Reporting

• 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 team and provides early escalation of any issue that may affect the engagement.

Resolution Management

• 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 incidents for the team and provides early escalation of any issue that may affect the engagement.

Change Request Management

• Provides solution and estimation of the change request
• Formulates and resolutions to change requests in order to propose adequate and timely solutions to the customers
• Ensures DN up-dates and fixes as well as (minor) change requests are timely and correctly integrated in the customers environment

Documentation

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

Optimization & Improvement

• Ensures DN up-dates and fixes are timely and correctly integrated in the customers environment
• Provides on-site deep technical support in customer environments, if required.
• Organizes and deliver trainings for product, tools, processes and technical advices for other team members

Methods & Best Practices

• Ensures all best practices and methods are followed as per DN standards.
• Creates reusable components

Proposes and implement best practices in collaboration with the M&S practice

Desired Candidate Profile

• Bachelor or Master's Degree in Computer Science, Computer/Software Engineering, or equivalent
• Good to have : ITIL Foundations knowledge, Agile Methodology knowledge (SCRUM)
• Strong understanding of coding languages and tools for server side ( C++,HTML5,Angular,Visual studio)
• Solid software engineering foundation with deep skills in Object Oriented Development
• Strong knowledge in Logs and trace files analysis. Troubleshooting experience
• Strong verbal and written communication skills on English
• Passion for detail and developing quality software
• Team leading skills are required
• Hardware experience. ATM knowledge is an asset
• Hardworking, self-motivated, and passionate about learning and working with the latest technologies
• Inspired to think outside the box and work with your fellow team members to find solutions to problems
• Team player who adapts quickly to ever-changing environments
• Security knowledge is an asset
• Business Expertise: Senior Level
• Customer value
• Customer relation
• Continuous improvement
• Agility
• Breakthrough thinking
• Collaboration
• Team orchestration

Job Classification

Industry: IT-Software, Software Services
Functional Area: IT Software - Application Programming, Maintenance,
Role Category: Admin/Maintenance/Security/Datawarehousing
Role: Admin/Maintenance/Security/Datawarehousing
Employement Type: Full time

Education

Under Graduation: Any Graduate in Any Specialization
Post Graduation: Any Postgraduate in Any Specialization
Doctorate: Any Doctorate in Any Specialization, Doctorate Not Required

Contact Details:

Company: Diebold Nixdorf India
Address: 17th Floor, Romell Tech Park, Cama Industrial Estate, Goregaon East, Mumbai - 400063, Near Hub Mall
Location(s): Mumbai

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Keyskills:   C++ Maintenance Angular