Job Title: IT Production Support Engineer
Location: Santa Clara, CA (3 days Onsite)
Duration: 5+ Months
Duties:
Technical Expertise:
Deep understanding of the product/application functionality, architecture, and technical components to diagnose complex issues.
Ability to troubleshoot intricate technical problems across various systems and platforms.
Proficient in utilizing debugging tools and techniques to identify root causes.
Team Leadership:
Leading and mentoring a team of L2 support engineers, assigning tasks, and ensuring efficient ticket management.
Coaching and developing technical skills of team members through knowledge sharing and training sessions.
Performance monitoring and feedback to optimize team efficiency.
Customer Interaction:
Acting as the primary point of contact for escalated customer issues, providing timely and accurate solutions.
Communicating effectively with customers to understand their needs and manage expectations.
Proactively identifying potential customer concerns and taking preventive measures.
Incident Management:
Managing critical incidents, coordinating with cross-functional teams to quickly resolve high-priority issues.
Performing root cause analysis to prevent recurring problems and implement corrective actions.
Maintaining accurate documentation of incidents and resolutions in the ticketing system.
Skills:
Minimum 6+ years of experience in L2 support
Should be from development background (.Net or Java)
Reviewing issue & fixing data
Maintain agreed SLA's
MySQL is must
Most of calls will be with internal team but sometimes need to go on call with customers
Salesforce or SAP is preferred
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