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    Premier Services Engineer - Pune, India - ICE

    ICE
    ICE Pune, India

    1 week ago

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    Description

    The Premier Services Engineer (PSE) is responsible for the successful execution of the Premier Customer Services program. Deliverables may vary based on customer need and the specific service to which the PSE is deployed to engage in. The PSE will balance priorities, develop tactical and strategic action plans, and meet the commitments of the program and those which exist with the client. Troubleshoot and diagnosing highly complex workflows and integrations and one or more technologies leveraged by ICE Mortgage Technology platform. You will coordinate and lead tasks across virtual teams and cross-functionally to appropriately address customer systems problems as a function of their engagement with the client. As part of their engagement, the PSE will apply their breadth and depth of technical knowledge of ICE Mortgage Technology solutions, platform technologies, and business workflow to troubleshoot and address client concerns holistically.

    Essential Duties & Responsibilities

    • resolution of complex production issues, including: escalation, system testing, strategy sessions and distribution of knowledge throughout the team and company
    • and maintain knowledge of existing systems and new systems in order to provide accurate assistance and training to customers
    • as an advisor for advanced ICE Mortgage Technology products and services, such as our APIs and SDK's
    • and guiding clients from legacy technology to modern web -based technology
    • in special projects that enhances the quality or efficiency of the Premier Customer Services team.
    • baseline metrics and work with client to calculate and demonstrate value of the ICE Mortgage Technology platform
    • customer service requests acting as a service delivery and escalation manager as needed on engagements
    • with Service Operations team to develop successful strategies and plans to maintain & improve performance of ICE Mortgage Technology Services
    • customer contacts are proactively kept up to date on new product features and have developed a roadmap to implement.
    • Customers on the value of the overall solution and encourage optimal utilization
    • client product feedback to help product management define the product roadmap
    • relationships across various client teams, brands, and/or departments to strengthen partnership with clients
    • best practices and industry benchmarking
    • indirect leadership and guidance to junior members of the Premier Customer Services team.
    • define processes and procedures to better service ICE Mortgage Technology's Premier Services customers.

    Essential Knowledge, Skills, Abilities, and Background

    • years direct experience supporting and/or providing technical advisory/account management services preferably in a software management, information technology or mortgage industry role
    • with cloud-based/SaaS solution offerings
    • experience working with the executive level in client environments
    • ability to develop and cultivate lasting customer relationships with a diverse set of internal and external constituencies including senior level executives, legal, technical, finance, support, sales, and marketing experts
    • Data Analytics capabilities
    • organization, project management, time management, and communication skills
    • to assist wherever needed; team player who will work within the company to continue improving the way ICE Mortgage Technology serves its Customers
    • degree or equivalent experience in Computer Science, or related field
    • working knowledge of ICE Mortgage Technology Encompass and Mortgage Industry experience a plus

    Advanced or Working knowledge of at least one or more of the following technologies:

    • Infrastructure and Web-Based Applications
    • Network Infrastructure Layers
    • Web Services / Azure
    • IIS/Win
    • (SQL / No SQL)
    • Dynamics
    • API
    • Services

    ICE Mortgage Technology has a fast and dynamic culture that is built on strong values of Customer and Product excellence as well as a major commitment of giving back to the Community. If you like to work in an environment that thrives on passion for the customer experience and you fit the technical and customer centric profile you should apply.

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