Support Engineer

Responsibilities

What will you contribute?

Support Engineer role is to implement the virtual infrastructure according to Customer Support needs and in line with best practices, company policy, and requirements. The Support Engineer is responsible on closely working with CS team and understand their need for available environments used in house for investigation of the issues reported by clients.

The resource will coordinate the creation and maintenance of these environments, reporting to the environment creation manager. He will also be backing up when absent, and working with other internal stakeholders , ensuring front to back functionality needed for the day-to-day operational support, keeping track with new needs, answering daily questions from the Customer Support (CS) team members using the environments as well as his technical colleagues maintaining their own environments, keeping up to speed with the necessary security driven software updates on product 3rd parties, and OS according to SLAs

Responsibilities & Deliverables:

Your deliverables will include, but are not limited to, the following:

• Respond to internal requests related to client environment, ensuring the machines are up and running and CS team members can use them to investigate client reported issues
• Create new environments or update/upgrade the existing ones to newly released service pack/patch/hotfix
• Assist colleagues in troublehooting their existing environments or occasionally help them with new setup
• Update environments by deployment and/or rebuilding of the customization
• Understand the need (especially from a technical perspective) and ensure all pre-requisites are available to enable replicating the respective scenario in the Finastra environments
• Update internally on the status of the progress and ensure environments are always up and running and constantly updated.
• Raise/ escalate issues with Environment creation manager, Team Leaders and/ or Managers where/ when needed

Required Experience:

• University degree in Computer Science, Mathematics, Business IT or related major
• Good written and verbal communication in English
• Analytical abilities, attention to detail, stability, responsibility as well as customer focus
• Good inter-personal skills
• Ability to work independently as well as part of a customer facing team, proven patience and kindness when helping users
• Advanced Application Server Knowledge (WebSphere, WebLogic, JBOSS, etc.)
• Database Server Knowledge (Oracle, DB2, MySQL, MSSQL, etc.)
• JMS/Interfaces (MQ Setup)
• OS Basic Knowledge (Windows, Linux, etc.),
• Experience with Oracle virtualBox.
• Experience with AWS and Azure is a plus
• Docker, Scripting, ansible (Optional)
• Technical and functional application Knowledge of Trade Innovation and Corporate Channels (Standalone Deployment from scratch, Customization SDK, Integration w/ 3rd Party tools) would be an added advantage [
• Investigate performance related issues faced on the internal environments.

General Profile

• Requires specialized depth and/or breadth of expertise in own job discipline - typically considered as a subject matter expert within area of technical specialty
  • Works independently, with guidance in only the most complex situations
  • Impacts the achievement of our internal KPIs and client case resolution

• shows patience when helping peers and ability to work on several issues in parallel

Business Expertise

• Interprets internal/external business challenges and recommends design solutions or best practices to improve products, processes or services
• Is regularly consulted for subject matter technical advice.