Advanced Application Engr - Bengaluru, India - Honeywell

Honeywell
Honeywell
Verified Company
Bengaluru, India

4 weeks ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description

Join a team recognized for leadership, innovation and diversity:


Position :
Advanced Application Engr

12 years of experience in Experion DCS industrial networking, Microsoft platform and Virtualization.

GTAC Support Specialist - Platform & Infrastructure

1.
Purpose of the Job


The primary purpose of this position is to deliver superior customer satisfaction with the HPS Technical Support response, communication, and resolution of customer cases for the HPS System and Infrastructure line of business.

The GTAC engineer works in a global team, providing support for a defined set of products/technologies. Works closely with peer colleagues globally to solve technical problem. Visit to customer locations may be required for critical site investigations.

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2.
Primary Responsibilities

  • Deliver excellent remote technical support specialized in
    Primary Discipline Experion Network, Platform, and Infrastructure area and
    Secondary Discipline Experion Client Server.
  • Proactively manage and respond to customer questions, issues, and input accurately and within agreed Service Level Agreement.
  • Respond to customer inquiries by diagnosing the issue and providing the most appropriate technical solution.
  • Open to work on rotating shift to provide remote support for global customers. Available as a standby or AHE (After Hours Emergency) support.
  • Comply with all GTAC/GSM processes for case management, documentation and proactive customer communication.
  • Provide local affiliates with periodic updates, so that they can interface effectively with the customer using current information.
  • Maintain accurate and timely case notes per GTAC process.
  • Proactively escalate issues through GTAC Leadership, development engineer and account team channels.
  • Maintain strong case documentation that will help to create knowledge article after issues resolution.
  • Maintain internal Lab hardware and software used to provide customer support infrastructure
  • Keep abreast with latest technical advanced in the broad HPS product/systems portfolio, while maintaining expert knowledge on a designated product lines.
***
3.
Key Performance Measures

  • Respond to the high volume of customer inquiries in an efficient and accurate manner, meeting or exceeding the GTAC published SLA (Service Level Agreement) for Response and Resolution.
  • Maintain proactive and timely communications, providing frequent and informative customer updates according to GTAC processes.
  • Maintain a highly satisfied customer base as measured by Customer Satisfaction Score (CSat), Agent Satisfaction Score (ASat), First Response Resolution (FCR).
  • Document case resolution into Knowledge Articles where there is opportunity.
  • Keep pace with new product development while maintaining expertise in the existing systems. Accomplish defined skills development by completing all assigned training ontime or early.
Demonstrate versatile technical proficiency, flexibility, independence (self-starter) and proactive mentoring/knowledge sharing.


YOU MUST HAVE:


  • Bachelor's degree in Aerospace, Systems, Electrical, Electronics, Communication Engineering.
  • Expert level technical skills in the areas of industrial control systems, process control networks, SCADA or other industrial automation is important and preferred
  • Experience in Experion Honeywell Control system design, implementation and troubleshooting on
Experion FTE network, OneWireless, Virtualization and Backup recovery
Dell FX2, VxRAILS, configuration, troubleshooting

  • Cyber Security product such as Application whitelisting / Risk Manager / Service Node
Windows Update rollout

  • Experience in configuring and maintaining Microsoft Windows Servers, domain controller, active directory services etc.
  • Systems and network hardening and audit compliance experience
  • Microsoft Patch management solutions (WSUS, MSSC) experience
  • Antivirus solutions experience with centralized management (McAfee ePO, Symantec EPM)
  • Installation, maintenance, technical support of Operating systems experience; Virtual machines

WE VALUE:


  • Fully understand the product lifecycle and seek means to reduce cost of the product and processes.
  • Some experience in software, engineering or related field
  • Diverse and global teaming and collaboration
  • Effective communicator
  • Support the technical portion of proposals to address future business opportunities with the OEM
  • Develop and mentor members and junior engineers in both technical issues and in proper behaviors with internal and external customers.
  • You find the correct balance between demand and capacity when establishing priorities for the organization.

Additional Information:

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JOB ID:HRD193316

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Category:Engineering

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Location:HW Camp II,Bldgs 9A&9B,Plot C2,RMZ Ecoworld,Varturhobli,Sarjapur Marathahalli Outer Ring Road,Bangalore,KARNATAKA,560103,India

  • Exempt
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