The Software Operations Engineer is responsible for monitoring and attending client’s service requests, incidents, new features and any other related technical assistance required within their infrastructure and systems. The Software Support Engineer is responsible for the improvement of internal department operations.
Provides technical support through the official ticket system by reporting to the Shift Manager.
Conducts scheduled maintenance operations over production environments, keeping the service levels within the agreed time frames.
Alerts about high impact incidents and acts following the respective major incidents handling procedure.
Follows the established events management and monitoring processes to reduce adverse impact on operations.
Follows up the resolution of escalated incidents and requests, working with other departments and providers.
Deals with third party providers and the software they deliver to accomplish long running projects and resolve major incidents.
Communicates with Customers and Account Managers to ensure their needs are covered.
Creates high quality documentation based on his/her work experience and knowledge.
Commits to the department’s mission, vision, value and yearly objectives.
Proactively proposes, drives and/or documents processes to improve the department quality of services and efficiency.
Executes platform upgrades, sets up new client environments, performs data migrations and moves of websites, databases and application servers.
Determines knowledge gaps in the department and provides internal trainings to other Support Engineers.
Assumes the role of Shift Manager when required, serving as the main point of contact for the operations department at a given point in time.
Possess Bachelor’s degree (Computer Science or Engineering) with;
2+ years of experience developing .Net based applications
2+ years of experience providing proven high quality technical client support
2+ years working with SQL Server
1+ years of experience with scripting languages (preferably PowerShell)
Strong SQL and database design experience
Excellent customer service skills
Strong verbal and written communication and interpersonal skills
Ability to accept constructive criticism in an effort to constantly improve technical and soft skills
Strong analytical and problem solving skills
ITIL best practices knowledge
Advanced verbal and written English skills is required
Advanced verbal and written Mandarin skills is required
Advanced verbal and written Cantonese is a plus.