V
Lead Software Engineer
V
- Posted 10 hours ago
- Be among the first 10 applicants
Job Description
- Service Delivery EngineerRole OverviewSkilled Zendesk Engineer to drive the technical implementation of client's IT Operations transformation. Zendesk Engineer will optimize Zendesk environment, develop system integrations, and automate workflows.Key ResponsibilitiesZendesk Configuration & AutomationSystem Optimization: Design and implement standard Zendesk ticket forms with mandatory data fields to streamline service request intake and transition away from email-based ticketing.Workflow Automation: Configure Zendesk to automatically calculate ticket priorities based on a defined Impact/Urgency matrix.SLA Management: Configure and activate Zendesk's native SLA timers to establish clear, measurable targets for ticket response and resolution, including automated countdowns and breach alerts.System Integration & ScriptingMonitoring Tool Integration: Audit and integrate existing monitoring tools (e.g., PRTG). Deploy webhook scripts to enable the automatic creation of Zendesk tickets directly from critical system alerts.Proactive Monitoring: Implement polling scripts to monitor and report on unassigned tickets to ensure no requests fall through the cracks.Threshold Tuning: Work closely with operations to fine-tune alert thresholds, minimizing false positives and reducing alert fatigue.Incident & Escalation ManagementIssue Resolution: Apply strong critical thinking skills to troubleshoot complex operational issues and resolve escalations effectively.Process Execution: Manage the lifecycle of incidents and escalations. Maintain a Problem Register that links recurring incidents to a Root Cause Analysis (RCA) process.Metric Tracking: Actively monitor and track key performance indicators, specifically focusing on improving First Contact Resolution (FCR) rates.Documentation & Knowledge ManagementKnowledge Migration: Lead the migration of informal agent Standard Operating Procedures (SOPs) from legacy systems (e.g., OneNote) into a governed Zendesk Knowledge Base.Documentation Standards: Accurately update tickets, create comprehensive knowledge base articles, and document SOPs for responding to system alerts, ensuring all technical documentation is maintained for future reference.
More Info
Key Skills
Webhook Scripts
Problem Register
Polling Scripts
Documentation Standards
About Company
Skills:
secure coding , Performance Tuning, Spring Boot, Grafana, Angular, Microservices, React, Dynatrace, Splunk, AWS, Test strategy automation, Incident root-cause analysis, CI/CD strategy and execution, Resilient highly available architectures, Observability and monitoring, AI-assisted software development tools, SQL databases, Kafka event-driven architecture
Skills:
secure coding , Performance Tuning, Spring Boot, Grafana, Angular, Microservices, Automated Testing, React, Dynatrace, Splunk, Data Modelling, Query Optimization, AWS, Test strategy automation, Incident root-cause analysis, CI/CD strategy and execution, Observability and monitoring, AI-assisted software development tools, SQL databases, Kafka event-driven architecture
Skills:
Uml, Rhapsody, Splunk, Experience in UAT, Debugging with log management tools, Risk management and technical issue resolution, SysML, Creating systems engineering artifacts, Experience working in an Agile environment, Experience With DOORS Requirements Traceability Tool, Experience with model-based design methods, Basic knowledge of SQL server, Hardware software integration and system-level testing, Grey logs, System design integration and problem-solving, Requirements development management and allocation, Experience using JIRA