Operations Lead Engineer

Role Description

Responsible for the day-to-day maintenance of the application systems in operation, including tasks related to identifying and troubleshooting application issues and issues resolution or escalation.

Responsibilities also include root cause analysis, management communication and client relationship management in partnership with Infrastructure Service Support team members.

Ensures all production changes are made in accordance with life-cycle methodology and risk guidelines.

Responsible for coaching and mentoring less experienced team members and or acting as a subject matter expert. In depth Functional knowledge of the application(s) supported and interdependencies

Is an experienced and detail-oriented person capable of integrating product knowledge, research and testing to answer complex questions about product behavior and provide end to end solution to permanently fix the issue. The engineer will assist customer teams and other team members to understand how customers can achieve desired outcomes using the applications it exists today. The output could range from FAQs and knowledge base articles that describe to customers how to operate the product to achieve selected outcomes, to end to end coding solution for the issue reported.

The engineer would be liaising with the global stakeholders and vendors to deliver technology solutions as part of yearly book of work

The engineer should also be able understand functional requirements / expectations of the various stakeholders and work towards an appropriate plan of action. The role also requires working with the product vendors and lead upgrades as applicable.

What we'll offer you

• As part of our flexible scheme, here are just some of the benefits that youll enjoy
• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

• Strong problem-solving skills with good communication skills, ability to work under pressure with a high sense of urgency.
• Follow ITIL processes including incident management, change management, release management, problem management and knowledge management
• Oversee resolution of technical issues coming from customer teams
• Proactively identify potential incidents and problems as well as availability issues
• Manage any IT Security incidents that may occur in the application. Identify risk & issues and contribute in Service Management related audits.
• Perform environment maintenance and management
• Deploying software tools, processes and metrics
• Perform standard recurring activities like data and environment refreshes
• Be a liaison between the customer-facing teams and the Product and Engineering org for management and resolution of all technical questions and issues
• Work closely with other developers, business and systems analysts
• Maintain detailed documentation ranging from Knowledge Base articles to live logging of incidents for post-mortems
• Ensure delivery timelines and SLA obligations established with internal and external stakeholders are observed and met; escalate as necessary using judgment and discretion
• Develop a deep understanding of the application platform across all product lines and clearly articulate support decisions and findings
• Work closely with internal teams to stay up to date on product features, changes, and issues

Your skills and experience

• Must haveMinimum 10+ years of experience and at least 5 years in software development or IT support engineering
• Must haveWorking Knowledge of Production Support, SDLC & Agile processes
• Nice to havePrevious experience with the SirionOne CLM application
• Nice to haveUnderstanding of the Procurement business process or Contract life Cycle Management
• Technical background including knowledge of Java / C# / .Net debugging & scripting, as well as MS SQL Server, SSIS, Tableau and ETL processes
• Demonstrable experience in leading projects to successful conclusions
• Strong customer focus with experience of working with cross-functional/ cross-department teams
• A self-starter with strong organization skills, resolution management, and superior written and verbal communication skills

Educational/Qualifications:

• B.E. / B. Tech. / Master's degree in computer science or equivalent
• ITIL Certification is good to have