Senior Operations Engineer @ Kinal Global Care

Job Description

• Client Support & Managed Services
  • Monitor and optimize production environments of global customers
  • Tier 1 triage, response, and resolution of client support tickets
  • Continuous training and documentation improvement to increase the percentage of resolutions within the Tier 1 team
  • Converting incident RCAs to product testing and monitoring system improvements, enhancements, and product stability, including job performance, data quality, user experience, etc.
• Product Testing
  • Perform regression QA and UAT, utilizing autotests where viable, and enable the Service team for further and final product version verification
  • Adjust existing and build new autotests based on updates to the software
  • Develop reporting and tracking metrics for quality and thoroughness of product testing
• Community Assets
  • Monitor and moderate the community forum, providing updates and responses where possible, engaging SMEs when necessary
  • Verify, update, and create new Help Center articles based on updates to the software, client questions and incidents, and the Services team s needs
  • Create training and how-to videos to complement Help Center articles
  • Create sample assets demonstrating best practices and example solutions achievable within the software

Employement Category:

Employement Type: Full time
Industry: Engineering / Construction
Role Category: Site Engineering / Project ManagementOperations Management / Process Analysis
Functional Area: Not Applicable
Role/Responsibilies: Senior Operations Engineer

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Keyskills:   product testing lead optimisation client support monitoring incident management data quality cloud computing training linux business management skills