Engineering support advisorMisys Software Solutions India Private Limited

Team Purpose The Engineering Support Group's (ESG) main function is to support complex cases raised by Customers and other teams (Functional analysts, Implementation, Pre-sales) for investigation. ESG's goal is to understand the root causes of the is Team Purpose The Engineering Support Group's (ESG) main function is to support complex cases raised by Customers and other teams (Functional analysts, Implementation, Pre-sales) for investigation. ESG's goal is to understand the root causes of the issues and define them as Bugs, Normal Behaviors, or Enhancement Requests. Whenever a case is classified as a bug or when a mission-critical situation arises, ESG is responsible for finding a workaround to help the client operate and provide a clear description of the problem, determine the root cause analysis using reverse engineering of source code where possible, and HTR (How to reproduce scenario) to Level 3 Support. This group has access to the same tools as the R&D groups (source code, specifications, and diagnostic tooling). The ESG investigation starts where the investigation by Functional analysts and Implementation consultants cannot progress further. The team is also responsible for automating and developing tools, which will benefit the customer as well as the team in reducing the turnaround of issues. Job Purpose The holder of the role is a Database specialist and, with technical and functional competencies on one or more Lending products. The Person is responsible for directly and actively engaging with Customer and other internal teams on issues that are raised and to try and resolve them in the shortest time possible. Besides getting involved in bug validations, ESG analysts may be requested to go onsite on special missions to help a client out of a critical situation. Technical analysis of the highest order is expected, database Import and export activity and analyzing the performance of SQL's and find root cause of the performance issue, along with setting up applications on servers and also on cloud (Azure). Good to have Java/C++ coding skills and troubleshooting skills and usage of tools to find the root cause of issues. Expected to work in multiple shifts to support Customers worldwide. Also to work as part of a global team. Required to have Good verbal and written communication skills. Decision Making & Authority This Role reports to a Support Manager. This role is responsible for performing detailed analysis in order to understand and reproduce issues, and finding the root cause of issues. The role holder has neither direct nor indirect reports, nor budget responsibility. Key Relationships . Global Services, Customer Support, Sales Operations . 3rd Level Support & QA - Engineering, Product Management . Customer group: select client population Key Responsibilities (Key accountabilities of the job) 1. Issue Investigation - Investigates issues which are technical and/or Lending product domain. - Handles medium complexity cases and involves other parties from the R&D team, when necessary - Follows Best Practices for case management and takes a systematic and methodical approach to resolve complex solutions. 2. Case tracking - Is capable of working on multiple tasks simultaneously, with regular interaction with the clients - Manages multiple tasks in parallel under pressure and promptly investigates issues on a remote basis - Follows up on crisis to ensure the team is able to get the client on track. - Provides regular updates on cases, identifies risks, and raises a warning when necessary 3. Client interaction - Engages in discussions with Customers on cases under analysis. - Travels onsite on client missions to drive case resolution and complete issue analysis, if and when necessary 4. Planning and Development - Stays up-to-date in his product and technical knowledge via self-study and self-discovery - Delivers on time and within the estimated timelines 5. Setting up Application and Database Activities - Import and maintain the database, along with setting up of application. - Ability to work on Oracle/MS-SQL/DB2/Postgres database - Setting up application on Windows server and Cloud (Azure). 6. Automation projects - Be part of automation projects to improve Customer and team productivity by automating the process. Specification (Qualifications, skills, knowledge, and experience) Experience . 2+ years of relevant job experience. Working knowledge of Loan IQ preferred . Strong problem solving and analytical skills . Strong Performance review of SQL's . Strong in Writing Database queries . Debugging Javascript . Strong Troubleshooting experience using Java code and other tools. . Good Knowledge of triaging networks. . Good time management and ability to manage multiple tasks in parallel under pressure . Strong Technical expertise with Application setup, Database and Cloud knowledge . Strong DBA Skills and Windows server along with Cloud Preferred. . Ability to work independently as well as being a team player . Able to handle pressure when working on-site . Able to provide input on the definition and implementation of projects Qualifications & certification . Basic degree: Preferably in Engineering / Mathematics / Computer Science/ Finance & Business Administration would be an added advantage . Strong knowledge and experience on databases, Azure, JAVA and C++ . Experience in C++ / XMLWeb Services/ MQ would be a preferred advantage. . Experience working on Windows server environment, UNIX environment would be a preferred advantage. The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions. If you need assistance or an accommodation due to disability please contact your recruitment partner.
Monster

Manila City, Metro Manila
Permanent
Full-time