senior Technical customer support advisorMisys Software Solutions India Private Limited

Job Description
Reporting to the Customer Support Manager, the Senior Technical Engineer (Customer Support Group) is the key interface between Finastra clients on one side and organization on the other side, contributing to the overall delivery of software and services to ensure a world class customer experience. The holder of the role is a product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible. The Senior Technical Engineer (Customer Support Group) also uses their technical expertise to assist functional consultants on a as needed basis. At times, this role may be called upon to do testing on beta deliveries or fixes before they are released to customers or be requested to go on site to handle issues on the client's premises.
Responsibilities & Deliverables:
Your deliverables will include, but are not limited to, the following:
Respond to customer requests, whether they are reported issues, questions or assistance requests, helping them to be able to utilize the product properly as per their needs
Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environments
Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams
Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client's satisfaction and product quality
Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
Validate defects thoroughly by ensuring that the described scenarios are fixed
Build and provide simple scripts with the assistance of senior colleagues when necessary
Write technical specifications and best practices documentation
Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
Required Experience:
University degree in Computer Science, Mathematics, Business IT or related major
Very good knowledge of C/C++, including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)
SQL/ Java/ C#
Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)
Knowledge on CORBA (the Orbix implementation), JMS (ActiveMQ implementation) are a plus
Excellent written and verbal communication in English
Analytical abilities, attention to detail, stability, responsibility as well as customer focus
Ability to work independently as well as part of a customer facing team
Expert technical skills in any of the following are desired: Windows Server administration & support networking concepts, analysis & troubleshooting web server technologies such as IIS, Apache/Tomcat remote access virtualization relational databases Windows-centric system and application support
Work Environment:
- Manila night shift - US hours
. Willingness to work off hours and occasional long hours when necessary to achieve customer
and company objectives
. Work independently and collaboratively
. Work remotely to provide support, as required
. Participate with other team members in rotating schedule for on-call duty and early shift,
with possibility to convert to formal early shift assignment
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.