Technology Support Engineer

Project Role : Technology Support Engineer

Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Must have skills : Genesys Cloud AI

Good to have skills : NA
Minimum 5 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary:
As a Technology Support Engineer, a typical day involves addressing and resolving incidents and problems that affect various business system components to maintain smooth and stable operations. The role includes creating and executing Requests for Change to improve system functionality and updating knowledge base articles to enhance troubleshooting efficiency. Collaboration with vendors and service management teams is a key part of the day, working together to analyze issues and implement effective solutions that support business continuity and operational excellence.

Roles & Responsibilities:

Expected to be an SME, collaborate and manage the team to perform.

Responsible for team decisions.

Engage with multiple teams and contribute on key decisions.

Provide solutions to problems for their immediate team and across multiple teams.

Lead efforts to improve operational processes and ensure adherence to best practices.

Mentor junior team members to support their professional growth and development.

Professional & Technical Skills:

Must To Have Skills:

Proficiency in Genesys Cloud AI.

Strong problem-solving skills with the ability to analyze complex technical issues and provide effective solutions.

Experience in incident and problem management within multi-component business systems.

Ability to create and implement Requests for Change and maintain comprehensive documentation.

Excellent collaboration skills to work effectively with vendors and cross-functional teams.

Familiarity with operational stability practices and knowledge base management.

The candidate should have minimum 5 years of experience in Genesys Cloud AI.

This position is based at our Pune office.

A 15 years full time education is required.

Qualification 15 years full time education