Contents

The Role  3

Location  3

Reporting to  3

Key Responsibilities: 3

Skills & Experience  4

General Skills and Experience  4

Technical Skills and Experience  4

The Company  5

Company Background  5

About SDL  7

 

 

 

The Role

SDL is seeking an Associate technical support engineer to join our Cloud Operations team in Bangalore. We are looking for people who are customer service focused, analytical and articulate individuals to work in a busy team providing high-quality technical support for our hosted and SaaS (Software-as-a-Service) hosting infrastructure. The successful candidate will thrive in a challenging environment, have excellent written and verbal English communication skills and have the ability providing excellent 1st line support to SDL’s internal customers. This role is infrastructure & application focused and compliments our team of engineers who are supporting both the application and data layers. This is a fun and interesting role due to the number of technologies involved, your exposure to them and because it involves public cloud, private cloud and colocation locations.

Location

Bangalore, India

Reporting to

Manager – Cloud Operations

Key Responsibilities:

• To accomplish their primary goal of monitoring & triaging the incidents. Monitor infrastructure & applications proactively to react to alerts prior to them becoming critical or service impacting.
• Utilize monitoring tools to proactively identify problems with systems, applications, and networks.
• Provide fast value-add responses to inbound tickets from customers, acknowledging receipt and providing next steps to the customer through both written and verbal channels.
• Managed and follow up on tickets which have gone ‘stale” to reduce TTR (time to resolution)
• Manage inbound automatically and human generated alerts relating to service status, acknowledge them, undertake initial troubleshooting and escalate to an appropriate engineer as appropriate.
• Provide proactive communication to the customer base for wide scale service affecting problems.
• Maintain high quality of service desk entries including timely, accurate and detailed notes.
• Assist in incident management including problem resolution and tracking problems
• Ensure server/process documentation is up to date and appropriate or create documentation where none may exist.
• Document and share knowledge within the team.
• Maintain a good knowledge of IT technologies and developments.
• This role may occasionally require you to work from a different SDL office or client site and may involve some international travel.
• Work well in a busy team, being quick to learn and able to deal with a wide range of issues.

Skills & Experience

General Skills and Experience

• Excellent verbal and written communication skills in English.
• Experience working in a commercial hosted/data centre environment.
• Phoenominal customer handling skills.
• Experience of working in an ITIL process based environment desirable.
• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision

Technical Skills and Experience

The ideal candidate would have experience with the following:

 

• A minimum of 12-18 months experience in a Technical Support or similar role
• ITIL exposure and understanding.
• Have worked in a customer facing environment with a focus on high quality of customer service.
• BMC Remedy/Service Now (or similar ticketing/IT Management application).
• Hands-on experience with Enterprise Monitoring tools (PRTG/Zabbix/Pingdom)
• Ability to work well in a (24/7/365) shift environment
• Experience working with remote hands support.
• Review and general clean-up of Ticket queue
• Ability to prioritize, isolate problems/return communications to operational status
• Meets the requirements specified in Service Level Agreements

The Company

“CXM is a strategy and practice for managing experiences online and offline to acquire, retain and turn customers into satisfied and loyal customers.”

- Mark Lancaster, CEO, SDL, Annual User Conference, San Jose, CA, June 2013

 

“42 of the top 50 global brands rely on SDL.”

- SDL Corporate Fact Sheet, 2013

 

“This week I attended SDL's annual customer conference in San Jose, and spent time with executives to learn more about the company's strategy and solutions in CXM (Customer Experience Management). To sum up, I came away impressed that SDL leaders "get" what Customer Experience is really about, and that the firm is making a mark in the emerging and important market for digital CXM solutions.”

              - Bob Thompson, CEO, CustomerThink Corp., June 2013

Company Background

SDL (www.sdl.com) is a global leader in the highly competitive Customer Experience Management (CXM) market providing enterprise-ready, innovative solutions.  Recognized as disruptive and unique, the company’s solutions enable multinational businesses to enrich their customers’ experiences through the entire customer journey by listening to, understanding, and predicting customer behaviour; targeting them with relevant content and campaigns; and engaging with them across multiple languages, cultures, channels and devices.   In short, the company’s solutions allow businesses to engage with their customers in the language, the media and in the moment they choose.

 

SDL’s approach to Customer Experience Management ensures rigor, quality and predictability without compromising business agility, and enables businesses to deliver compelling and engaging experiences informed by a contextual understanding of their customers at an individual level. The company’s philosophy that performance improvement must be balanced by an equal commitment to innovation is reflected across all its offerings, which include social listening and marketing analytics, campaign management, language management and services, video and written content creation, web content management, dynamic technical documentation publication and eCommerce optimization.

Built on three foundational pillars, SDL’s global CXM offering represents the combination of critical capabilities the company believes are necessary to drive successful and mutually beneficial relationships:

 

• Insight – the ability to understand the customer
• Orchestration – enabling the business to manage the assets of the organization to execute across silos, channels and markets
• Contextual Experiences – delivering the appropriate experience to address needs across the entire customer journey

 

SDL was founded in 1992 in the UK, and has grown consistently over its 20 year history, both organically through significant R&D investment and through acquisitions – ten major – that brought many leading technologies into the company.  SDL today has more than 1,500 enterprise customers, including 500 of the world’s largest B2B and B2C brands, 400 partners, and a global infrastructure of 70 offices in 38 countries.  SDL is listed on the London Stock Exchange and is a constituent of the FTSE 250 Index.  Global in nature, the company’s corporate leadership is in the UK, the CTO and product leadership are in Amsterdam, and there are key US locations in Boston, New York, San Jose, Los Angeles, Denver and Seattle.  Revenues are in excess of $430M US.

 

The company is well positioned for continued strong success. Recent industry accolades include Q2 2013 top score amongst all vendors in the Experience Management category from Forrester Wave Web Content Management for Digital Customer Experience.  Q4 will see the announcement of SDL’s new, comprehensive CXM cloud offering.  Today the company operates via six divisions, each providing a unique solution for managing the global customer experience; its historic go-to-market strategy mirrors the divisional structure.  The launch of its cloud initiative will create a single unified CXM solution, with a corresponding single go-to-market strategy.

About SDL

 

 

SDL (LSE: SDL) is the global innovator in language translation technology, services and content management. For more than 20 years, SDL has transformed business results by enabling nuanced digital experiences with customers across the globe so they can create personalized connections anywhere and on any device. Are you in the know? Find out more at SDL.com.

 

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