L2 Product Support Engineer - WFM

Role Purpose

The  Senior Engineer - Product Support  will participate in all aspects of our L2 level Support activities. Working with the Regions / L1 engineers If required need to work with PH based on all time zones. Support activities like break fix, New requirements from customers, Any patch and new installations / upgrades.

Need to have good collaborations with in team, regions and with PH as well. Should be able to handle any critical situation alone, without depending on peer team members. Should be able to handle the work pressure wisely.

Tasks Include :

• Ability to handle Sev1 cases without peer assistance.
• Ability to handle the escalations at technical level.
• Ability to provide RCA on Sev1 and SEV2 depends on customer requirement.
• better scoring on RFA quality in terms of log collection, analysis, and problem description. measure based on IMS report
• Ability to handle special attention calls with PH and Regions without any hesitate.
• SME on minimum 4 to 5 products.
• ability to share knowledge share either by delivering training or through documentation.
• Should be able to assist jr. from the same team.
• Aligned with SLA for cloud and on premise.
• Handle any sev1 cases during the weekend and make sure the patches / installation go smooth technical support.
• Making decisions in timely and wisely

Minimum Requirements :

Skills Required

Quality Monitoring, Workforce Management, speech analytics