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