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 Voice Platform

Good to have skills : NA

Minimum 7.5 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 external vendors and internal service management teams is a key part of the daily routine, ensuring thorough analysis and timely resolution of issues that impact business continuity.

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.
• Coordinate with vendors and internal stakeholders to facilitate effective problem resolution.
• Lead efforts to document and share best practices and lessons learned to improve team performance.
• Support junior team members by providing guidance and knowledge sharing to foster their professional growth.
  
  

Professional & Technical Skills:

• Must To Have Skills: Proficiency in Genesys Voice Platform.
• Experience in incident and problem management within complex business systems.
• Strong skills in creating and implementing Requests for Change to support system enhancements.
• Ability to develop and maintain comprehensive knowledge base articles for troubleshooting purposes.
• Excellent collaboration skills to work effectively with vendors and service management teams.
• Capability to analyze technical issues and provide timely, effective solutions to maintain operational stability.
  
  

Additional Information:

• The candidate should have minimum 8 years of experience in Genesys Voice Platform.
• This position is based at our BDC7A - SEZ office.
• A 15 years full time education is required.