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Engineer, Cloud Operations - noida, India - Landis+Gyr
Description
Landis+Gyr is a leading global provider of integrated energy management solutions. We measure and analyze energy utilization to generate empowering analytics for smart grid and infrastructure management, enabling utilities and consumers to reduce energy consumption. Our innovative and proven portfolio of software, services and intelligent sensor technology is a key driver to decarbonize the grid. Having avoided more than 9 million tons of CO2 in FY 2021 and committed to achieve carbon neutrality by 2030, Landis+Gyr manages energy better – since 1896.
With sales of USD 1.5 billion in FY 2021, Landis+Gyr employs around 6,500 talented people across five continents.
Key Purpose of Role:
The primary job function for this position is to provide incident management support for internal and external customers using ITIL-based practices and procedures to provide best in class technical service support.
Primary responsibilties include incident management that will come from monitoring the Landis+Gyr devices and networks or directly from customer inquiries.
This position is responsible for troubleshooting the incident and escalating to the correct personnel within Customer Operations orgnaization.
Additionally this role performs as the communication hub for Customer Operations.
This position includes taking calls from customers and Landis+Gyr stakeholders.
Areas of Responsibility / Tasks:
• Monitoring of electronic devices, radios and/or other hardware or software offerings as part of a managed service or data hosting customer agreement
• Troubleshooting and sustaining/improving managed service RF and IP network capabilities through the use of various monitoring tools and applications
• Receives and resolves incident requests from internal and external customer inquiries by providing support via the telephone, e-mail, etc.
• Works independently 90%+ of the time
• Logs, accurately tracks and documents all incidents in call tracking database, CRM
• Provides bypass and restoration techniques or solutions
• Escalates incidents in accordance with the procedures
• Act as communication nucleus for all of Customer Operations including after hours incident management responsibilities
• Acts as technical coach and mentor for Technical Support Engineers
• Represents Company in a positive, professional manner when working with both external and internal customers
• Supports and adheres to Company's Code of Conduct and Ethics Policy
• Performs other duties as assigned or required
Professional Experience (years)
2+ years of experience in customer service, technical support in related field, or utility industry.
Qualifications and Additional Requirements
If you have the drive and enthusiasm to accept this challenge and to work in a very dynamic, cross functional and international environment, we are looking forward to meeting you.
