Job Title:N10 Associate Engineer - Technical Support
Requisition ID:13001YL
Job Category:Technical Support Services
Primary Location:INDIA-HYDERABAD-HYDERABAD
Schedule:Full-time
Posting Date:Jan 25, 2013
Description
Overall Role purpose: Ensures delivery and management of the end-to-end technical support service.
Performs operational support for server hardware and platform software. Acts as liaison between project team
members, customers, and installation team to ensure projects are implemented seamlessly. Investigates and
resolves hardware and software incidents, performs root cause analysis to identify underlying problems, monitors
and optimizes infrastructure performance, and manages backups. Communicates effectively with customers to
ensure problems are understood and resolved. Maintains support documentation and asset and configuration data
repositories.
Qualifications
Key Accountibilities and Responsibilities: Technology:Understands and solves complex technical problems
in the production/operational environment. People:Liaises with customers on accounts to diagnose, investigate,
and resolve hardware and software issues. Works with infrastructure groups, developers, and project managers to
ensure new infrastructure is successfully integrated into operational support.
Customer:Understands the customer's business drivers and service level agreement targets. Keeps the customer
fully informed of progress against technical issues. Business:Understands the business service level agreements
and prioritizes technical workload to deliver the targets set. Financial:Manages and drives resolution of technical
issues in a timely manner to minimize costs to the business. Identifies and delivers cost saving and service
improvement initiatives within the operational support arena
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