SW Support Engineer III @ NCR Corporation

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SW Support Engineer III

NCR Corporation
5 - 10 years
Hyderabad
8 months ago
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Job Description

locationsHYDERABAD, INDtime typeFull timeposted onPosted 6 Days Agojob requisition idR1147544.Education and Experience RequirementsEducation

Bachelor of Science or Master of Science degree in a discipline related to the product technology - usually electrical, mechanical, computer engineering, or computer science

Minimum of 6 years software related job experience (support/development)

High school education

Minimum of 10+ years software related job experience (support/development)

Experience

Minimum 5 years experience within related LOB NCR Support, Engineering or PS Organisations

Key Areas of ResponsibilityOffer input and gain knowledge as a subject matter expert on products, systems, and services

Knowledgeable across the related LOB product range including all solution(s) currently released and supported

Knowledgeable on assigned solution(s) to SME level and assists others with investigations

Knowledgeable on 3rd party products used within customer solutions

Mentoring and assisting support peers in product and systems technical details, management of issues and all aspects of the respective role

Prepare and deliver training on products and systems, as appropriate

Prepare various technical documents on technologies, customer environments, products and systems

Provide advice to engineering on new product designs

Input and guidance to engineering on potential resolution of product defects

Input and guidance to engineering on issues encountered during engineering field trial

Design corrective action(s) to resolve product or system problems with no known solutions.

Gather and analyze information, formulate and test hypothesis

Identify, design, develop and validate solution

Ability to research problems with no known solutions and design solutions for identified problems

Collaborate and communicate with technical suppliers including other Software Support Engineers, Third Party Suppliers, Product Development Engineers, Solutions Managers, Professional Services and Technical Support Specialists as appropriate; whilst maintaining ownership of the incident

Ability to manage multiple issues of differing stages of investigation and priority without assistance.

Work with product developers to assess and create product alterations and contribute to long term solutions

Actively participate in making the team a success by achieving the team objectives

Actively participate in making the team a success by achieving the team objectives

Adherence to NCR Software Support SLA Guidelines

Knowledge metrics and knowledge code compliance as per department objectives

Proper usage of incident tracking tool (as per incident working guidelines)

Accurate and prompt time logging (direct and indirect)

Work all incidents diligently to ensure customer satisfaction targets are achieved

Enhance customer service by dealing with all incidents professionally and adhering to NCR Software Support guidelines

Enhance customer service by dealing with all incidents professionally and adhering to NCR Software Support guidelines

Ensure customers are kept updated with current status of investigation as per guidelines

Maintain ownership of incident at all times

Customer escalation management with minimal assistance (Incidents identified as escalated by Manager)

Including key position of driving and communicating a status of incident to all relevant parties including senior management as required.

Critical site management, including :

multiple critical or urgent complex issues

Personal management of multiple issues for one customer

High priority issues, either technically or politically

Manage individual high priority issue affecting multiple customers

Offers of employment are conditional upon passage of screening criteria applicable to the job.

Job Classification

Industry: Software Product
Functional Area / Department: Engineering - Software & QA
Role Category: Software Development
Role: Technical Lead
Employement Type: Full time

Contact Details:

Company: NCR Corporation
Location(s): Hyderabad

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Keyskills: engineering support customer service technical support computer science software support capa sap quality control personal assistance sql production support quality assurance application support qms linux secretarial activities ea aws unix

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Designation / Expected Role

Current / Recent Company (*)

Experience (*)

Expected Salary (*)

Desired Industry (*):

Functional area / Department (*):

Enter Skills (key skills, subjects, technologies & roles to use in search)

Write briefly about yourself, your experience and education (*)

Attach ResumeMax 2.38 MB (RTF, PDF, DOC, DOCX formats only parsed)

Please, check the file size and type.

Add social media [ + ]

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I agree with website service terms and conditions

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NCR Corporation

At NCR, we make the everyday easier. We do this by listening to our customers, keeping their best interests in mind, and always working to make interacting with your business an exceptional experience. Read on to learn more about the people who lead our team, our company by the numbers, and h...

SW Support Engineer III @ NCR Corporation

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