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 CX


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 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.

Oversee the implementation of change requests while ensuring minimal disruption to business operations.

Mentor junior team members to support their professional growth and enhance team capabilities.


Professional Technical Skills:


Must To Have Skills:

Proficiency in Genesys Cloud CX.

Strong troubleshooting skills to diagnose and resolve complex system incidents.

Experience in managing and implementing Requests for Change within IT environments.

Ability to document and update knowledge base articles clearly and comprehensively.

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

Familiarity with operational stability practices and incident management processes.

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

This position is based at our BDC7A - SEZ location.

A 15 years full time education is required.


Qualification 15 years full time education