RHONDOS Inc. is looking for a consultant to join our Centre of Excellence within Customer Support & Skilled Services. This shift-based, senior technical role owns the full lifecycle of PowerConnect customer support from frontline Level 1-2 incident response through complex Level 3 troubleshooting and root cause analysis while also serving as the technical subject-matter expert for pre-sales proof-of-concept engagements, customer training, installation and upgrade delivery, use case development, and internal SAP systems support. You will contribute to the CoE's knowledge base and diagnostic playbooks, and help continuously improve support processes, deployment automation, and training delivery across the team.
Key Responsibilities
Shift-Based L1–L2 Support
- Adhere to the assigned shift schedule, ensuring on-time handovers with thorough and accurate shift notes.
- Serve as a first point of contact for PowerConnect customer support requests within the assigned shift.
- Triage, investigate, and resolve Level 1-2 incidents in line with established SLA thresholds and priority rules.
- Log and maintain accurate records of all incidents, resolutions, and workarounds in the ticketing system.
- Monitor PowerConnect system health dashboards and proactively identify potential service disruptions.
- Maintain a shift log of all active issues, pending tasks, and customer communications.
- Provide structured handover briefings to the incoming shift team, ensuring continuity of open issues.
- Follow on-call and escalation protocols when critical incidents arise during or outside shift hours.
PowerConnect Troubleshooting & Root Cause Analysis
- Conduct thorough root cause analysis on recurring, high-severity, or business-critical incidents, producing structured RCA reports.
- Analyze system logs, traces, configuration files, and network data to diagnose deep technical issues.
- Develop and document workarounds, fixes, and preventive measures based on RCA findings.
- Collabor
📌 PowerConnect Consultant (India)
🏢 RHONDOS
📍 India