Objectives : The Support Engineer works with the Incident and Problem Management of G&D; Mobile Security 3S - Managed Service’s services to external customer’s. The purpose of the role is to provide quick resolution of customer impacting issues as well as driving improvement projects.

Roles & Responsibilities

- To serve as First Point of Contact (FPOC) during local business hours and in local language. G&D; Managed Services Global Customer
- Support will act as backup and provides 24x7 support in English.
- Responsible for identifying and troubleshooting issues within SLA.
- To own the Logged Request and ensure the Closure.
- To coordinate the activities between Customer and G&D; Managed Services Teams, for instance Remote Operation and Credit Card Certified Operations.
- Present monthly service reports to customer.

Service Transition

- Support the service delivery phase for current services to be rolled out for the customer.
- Drive Change Management process from a customer perspective.
- Actively participating on the planning and deployment during all change processes.
- Verify that business- and technical Service Requests are reviewed and executed according to SLA

Additional: Support customers overall Continuous Service Improvement work with information related to G&D;’s services and products.

Education and experience : Bachelor Degree plus 5 years working experience of technical support functions, preferably within in an international IT, Bank or mobile operator service environment.

Knowledge / Technology / Skills :

- Ability to understand G&D; 3S own developed application, mainly java.




- Able to write reports and be proficient in technical dealings with customers on the phone and in meetings.
- Experience with tele/mobile communication, application and IT technologies.
- Good knowledge in Apache, Tomcat, Java applications helps in this position.
- Knowledge in Linux (preferably RedHat) and Sun Solaris.
- Base level understanding of SQL databases (ideally Oracle).
- Experienced to work with ticketing and monitoring systems.
- Good English, both spoken and written.
- Fluent in local language, both spoken and written.

Desirable

- ITIL Foundations v3 certified.
- C7/SS7 signalling, SIM cards and SMS-C protocols
- Base level knowledge about virtualized environments (VMware and potentially Xen)
- Base level knowledge in networking (TCP/IP networks, firewalls, loadbalancer etc) to be able to trouble shoot as part of the application operation.

Expected attributes:

- Good communications skills
- Strong sense of ownership
- Service minded
- High integrity
- Good problem solving skills and ability to be a team player in a challenging work environment.
- Ability to work along given processes and procedures.

$$ We are an equal prospect employer! We promote diversity in all its forms and create an inclusive work environment, free from prejudice, discrimination and harassment, in which all employees feel a sense of belonging. We warmly welcome all applications regardless of gender, age, race or ethnic origin, social and cultural background, religion, disability and sexual orientation. $$ $$ $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career;_job_req_id=27541&career;_ns=job_application

📌 Senior Support Engineer (Pune)
🏢 Giesecke+Devrient
📍 Pune