managed services EngineerCapgemini Philippines Corp.

This role is responsible for providing support to innovative solutions based on the cutting-edge MuleSoft Platform. This function has simple to broad knowledge of the business functions to resolve low, medium, high, critical, and strategic business MuleSoft Platform challenges. The team member is responsible for adherence to Service Level Agreements for managed support services. This role will also be the escalation channel of Managed Support Team, internal teams, and business support partners. The role will be part of the Managed Support core team; guidance and support to junior team members is a must. You will provide managed support and maintenance to multiple clients all over the world.
Duties and Responsibilities:
Work with Managed Support that follows the directed core service component of ITIL Framework (Incident, Problem Service Request and Change)
Work with other teams to provide managed support and maintenance to multiple clients all over the world
Act as a first-line ticket point, incidents and request with clients, business support and/or consultants using necessary tools such as Freshdesk to capture the vital details to fulfill the support resolution
Properly hand over the complete status of open and in-progress incidents/tickets to the next shift or to the next level support
Identify and diagnose simple to complex issues and work on resolution that is not yet defined in the managed support knowledgebase and identify effective fixes and patches
Triage with multiple clients, business support and/or Mule consultants requests using service desk software
Provide guidance to junior managed support consultants and other resources to ensure quality and timely support
Involvement on managed support pre-sales task or role activities which includes managed support client In-transition, onboarding of clients and Managed Support Team members.
Managing escalated tickets from Managed Support Level 1 and Level 2, ticketed query system, and ensuring a comprehensive database of queries and resolutions is kept up to date
Reviewing and validating technical documents and procedures on the manage support knowledgebase
Provide timely status updates to managed support leadership and highlight problems early
Be proactive, take accountability and ownership of assigned tasks to meet commitments to clients on time and of quality
Contribute to our Intellectual Property, Managed Support & Process Improvement
Demonstrate leadership and teamwork by proactively assisting other team members across managed services, sharing knowledge and contributing to team meetings and events
Proactively identify opportunities for improvement across our methodologies and internal processes/operations
Ability to develop and contribute Managed Support policies and procedures such as MS Runbook, and documentation of best practices and enhancements
Work independently with the given set of tier level support requirements and ability to translate them into the support process and produce easy to read and understandable documentation
Willingness to be flexible in working hours and location based on our customer's needs
Required Skills:
5+ years of overall IT experience with a bachelor's degree in CS or equivalent
3+ years exposure to ITIL operations and environment
Experience in managed services or helpdesk support that directly interacts with the end customer
Knowledge of basic to complex support related ITIL Frameworks: Incident, Problem Service Request and Change
Experience in service desk tools and/or monitoring applications (i.e. ServiceNow, Remedy, Service Center, Zendesk, Freshdesk, SolarWinds)
Root Cause Analysis and Problem Management
Application Support and IT operations skills
Configuration Management, release and deployment experience
Proven ability to diagnose and troubleshoot complex application problems and leverage tools and resources appropriately to identify solutions that may or may not be already documented
Strong Java background and understanding of integration principles
Ability to manage multiple conflicting deadlines and competing priorities.
Ability to build and maintain strong relationships within the team
Excellent communication skills
Nice-to-haves:
Experience in a consulting services company
Passionate about technology
Ability to adapt to a rapidly changing environment
Can handle escalations and medium to complex incidents
Can do automation or process improvement of support flows or daily routines
Have intermediate to advanced experience in supporting middleware/ESB technologies as Level 1 (i.e. MuleSoft Platform, JBoss, DellBoomi, Workato, Enterprise Data Warehouse, webMethods, Tibco, IBM Websphere, Oracle SOA, etc.)

Managed Services Engineer
Capgemini Philippines Corp
Metro Manila / NCR
5-10 years
Not Specified