Roles and Responsibility: 

• Take ownership of technical issues reported and see problems through to resolution.
• Actively identify incidents and manage the incident resolution process to provide service recovery.
• Diagnose, investigate, and identify solutions and/or alternatives to resolve customer issues.
• Follow standard procedures for proper escalation of unresolved issues to appropriate cross functional teams.
• Provide prompt and accurate response to customers and guide users with simple, step-by-step instructions.
• Document knowledge in the form of knowledge base tech notes and articles.
• Liaison between cross functional team and customer.
• Build sustainable relationships and engage customers by taking the extra mile.
• Keep records of customer interactions, recording details of inquiries, comments, and complaints, as well as actions taken.
• Ensure KPIs are met consistently to achieve customer experience excellence.
• Ensure escalation and production support processes are followed.
• Plan and deploy E2open standard solutions to the Company’s hosting infrastructure.

Education and Skills

• Bachelor’s degree in computer science /Information Technology or equivalent.
• Minimum 0-1 years’ hands-on experience in SQL, Linux and other programming languages.
• Fundamental understanding of IT service management and the ITIL business process.
• Understanding of development methodologies, version control and configuration management.
• Knowledge and experience with database technologies such as Oracle, SQL and JDBC.
• Experience with JBoss/Tomcat or other web servers preferred.
• Experience at a global software or consulting firm is an asset.
• Logical approach and excellent problem-solving skills.
• Excellent interpersonal and communication skills.
• Must be able to work well both in a team environment and independently under minimal supervision.
• Ability and willingness to learn new technologies, on own initiative.