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    TechOps Support Engineer - Bengaluru, India - Harmony Data Integration Technologies Pvt. Ltd.

    Harmony Data Integration Technologies Pvt. Ltd.
    Harmony Data Integration Technologies Pvt. Ltd. Bengaluru, India

    1 day ago

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    Description

    Key Responsibilities :

    Issue Resolution :

    Diagnose and resolve technical issues related to the PAS product, including software bugs, user operation errors, and compatibility issues.


    Customer Support :
    Deliver prompt and accurate support via phone, email, chat, or in-person, ensuring a positive customer experience.

    Technical Escalation :
    Escalate unresolved issues to higher-level technical teams or specialists, ensuring comprehensive support.

    Software Updates and Maintenance :
    Guide customers through updates and inform them about new product features and enhancements.

    Documentation :
    Maintain detailed records of customer interactions and contribute to the development of knowledge base articles and troubleshooting guides.

    Base Setup and Configuration :
    Assist with the setup and configuration of OPTIC deployments, including venue hierarchy, dashboards, notifications, alerts, and capacities.

    Availability :

    Be available outside regular business hours, including nights and weekends, to provide support across different time zones or during emergencies.


    Product Feedback Loop :
    Collect and analyze customer feedback to identify trends and recurring issues, reporting findings to improve the product.

    Training and Education :
    Assist in creating training materials and conduct sessions for customers and internal staff on effective product use.


    Qualifications :

    • Hands-on Experience with Monitoring Tools : Experience creating custom dashboards, configuring alerts, and conducting performance analysis using these tools.

    Advanced Troubleshooting Skills :
    Understanding and knowledge of diagnostics utilities, log analysis, and debugging techniques.


    • Familiarity with Incident Management Processes : Proven experience with incident handling, such as familiarity with ITIL processes or specific incident management frameworks like the Incident Command System (ICS).

    Proficiency in Cloud Technologies :
    Experience with Azure.

    Communication and Collaboration Skills :

    Ability to communicate effectively with both technical and non-technical stakeholders, as well as your experience collaborating with cross-functional teams to resolve complex technical issues.


    Adaptability to 24x7 Support :
    Flexible and willing to work in rotational shifts to provide round-the-clock support across different time zones.

    Continuous Learning and Improvement :

    Commitment to continuous learning and professional development, whether through certifications, training programs, or active participation in technical communities and forums.

    )
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