What fix Engineer

Job Title: What fix Engineer

Job Type & Location: Hyderabad, India - Remote

Role Purpose: To Support, manage & monitor day-to-day operations of systems and applications in scope to ensuring their stability and integrity, and meeting customer service levels.

Major Accountabilities

• Ensure services are delivered to the agreed SLA, including reviewing performance based on the agreed SLAs and KPIs.
• Identify, investigate, and resolve incidents by addressing a problem through root cause assessment and prevention of recurrences.
• Report on incidents and review the key findings with a major stakeholder by using a key metrics viz. ticket Volume, agreed service window by application etc.
• Manage the lifecycle of incidents and minimize their adverse impact on business operations
• Responsible for the implementation of the CIS baselines relevant to Public Cloud Vulnerabilities assessment and remediation plan
• Ensure that incidents are followed up and solved appropriately
• Ensure adherence to documented operational procedures to maintain system integrity
• Ensure proper user and access management. Ensure adherence to documented operational procedures and quality standards, and that appropriate operational service documentation is created and accepted by stakeholders. Support Service / Solution Operations Manager in technical topics.
• Responsible for application lifecycle management and its continual improvements
• Manage and support applications to meet the needs of a defined business area, including providing technical support to the Business and IT
• Enable knowledge about systems and services is collected and distributed to enable effective support
• Take accountability to ensure adherence with Security and Compliance policies and procedures within Service/Solution Operation scope
• Delivery of all services in compliance with all applicable internal (e.g. IGM Framework) and external (e.g. SoX, GxP) regulations.
• Serve as point of contact, review and approval for key issues and decisions
• Take decisions in line with Business priorities and strategies and close collaboration with delivery teams
• Manages live technical environments on a day to day basis
• Monitor, measure, report and review performance of services and ensure IT meets business needs

Job Requirements:

• The candidate have 8+ years of total experienceand 3+ years of hands-on experience working with the Whatfix platform?
• The candidate led Whatfix content creationinitiatives across 3 or more applications?
• Does the candidate have experience using Whatfix Analytics?to monitor user behavior, optimize adoption strategies, and identify actionable insights?
• For which clients or organizations has the candidate delivered end-to-end Whatfix solutions?
• Does the candidate have project management experienceto lead implementation, delivery, and post-deployment support?
• Has the candidate integrated Whatfix with major enterprise applications (e.g., Salesforce, SAP, Workday)?If Yes, then which applications ?
• Have they worked on improving license utilization or end-user engagementas part of Whatfix adoption?