Software Support(L3) @ Atlanta, GA
Must have: Linux, Unix, shell or bash scripting, Cloud, Kubernetes, understanding and usage on BoT, SQL.
Good to have: any programming language
L3 production support.
What You will Do:
•Responsible for efficiently handling and resolving technical issues which have been passed on by L2.
•Ensure timely and effective action as per decided work flow basis priority and severity for each ticket.
•Should ensure maximum issues are resolved without L4/R&D involvement.
•Should ensure adherence to committed SLA's for each reported issue.
•Should follow ticketing SOP's and ensure tickets are being generated for R&D with all relevant technical
details captured for every issue.
•Should follow internal escalation matrix basis severity and resolution time.
•Should ensure all relevant site-specific technical documentation as well documentation regarding new
product lines/or features are accurately captured from R&D and shared with Client Service team.
•Should support CSM's in developing eminently capable and technically competent team of assistant
client service managers and service engineers.
•Responsible for creating and monitoring software and hardware component wise reliability metrics for each
installation.
•Should develop framework to predict potential/future failures and ensure requisite preventive measures are
taken
What You will bring:
- B.Tech graduate with 6 months - 2 Years of experience in a 24*7 Software Support role.
- Experience with Linux/Unix
- Experience with SQL
- Experience/Strong knowledge of -Java, Python,Shell.
- Proven domain expertise in intralogistics and warehouse automation systems is mandatory.
- Willing to work in rotational shifts.
- 24x7 may not be required but since engineers are deployed at site, we can expect engineers to do Overtime
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