Global Support Engineer (Oracle/SQL 2-3) @ Capgemini Technology

Job Description

Role: Global Support Engineer 24*7 Shift Timings Responsibility: Take ownership of technical issues reported and see problems through to resolution. Actively identify incidents and manage the incident resolution process to provide service recovery. Diagnose, investigate, and identify solutions and/or alternatives to resolve customer issues. Follow standard procedures for proper escalation of unresolved issues to appropriate cross functional teams. Provide prompt and accurate response to customers and guide users with simple, step-by-step instructions. Document knowledge in the form of knowledge base tech notes and articles. Liaison between cross functional team and customer. Build sustainable relationships and engage customers by taking the extra mile. Keep records of customer interactions, recording details of inquiries, comments, and complaints, as well as actions taken. Ensure KPIs are met consistently to achieve customer experience excellence. . Ensure escalation and production support processes are followed. Plan and deploy E2open standard solutions to the Companys hosting infrastructure. Requirements: Bachelors degree in computer science /Information Technology or equivalent. Minimum 2 to 3 years hands-on experience in SQL, Linux and other programming languages. Fundamental understanding of IT service management and the ITIL business process. Understanding of development methodologies, version control and configuration management. Knowledge and experience with database technologies such as Oracle, SQL and JDBC. Experience with JBoss/Tomcat or other web servers preferred. Experience at a global software or consulting firm is an asset. Logical approach and excellent problem-solving skills. Excellent interpersonal and communication skills. Must be able to work well both in a team environment and independently. Ability and willingness to learn new technologies, on own initiative

Employement Category:

Employement Type: Full time
Industry: IT Services & Consulting
Role Category: Network / System Administration
Functional Area: Not Applicable
Role/Responsibilies: Global Support Engineer (Oracle/SQL 2-3)

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Keyskills:   SQL Linux Programming languages IT service management ITIL Oracle JDBC JBoss Tomcat Interpersonal skills Communication skills Database technologies Problemsolving skills