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    Technical Lead, Expert Support - noida, India - Landis+Gyr

    Landis+Gyr
    Landis+Gyr noida, India

    3 weeks ago

    Default job background
    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 Product Support Specialist provides in-depth support for technical issues, which are escalated from the Service Desk/L1/Program teams during OTA & ATR phase of the project. These technical issues are critical in nature, time consuming, above the level of expertise in the Service Desk/L1/Program teams, etc.

    The Product Support Specialist is responsible for driving these technical issues to resolution, fully documenting the resolution, and cross training the Service Desk/L1/Program teams. Product Support works directly with other departments within the organizations, such as Development, Engineering, Software Quality Assurance (SQA), and Product Management. The Product Support Specialist is required to have in-depth knowledge of the Company software and hardware products, company business and our customers' business functions, and superior customer service and troubleshooting skills.

    Areas of Responsibility / Tasks:


    • Ensure Customer Relationship Management (CRM) tasks are fully documented and resolved or escalated to Development within Service Level Agreement (SLA) guidelines


    • Provide root cause analysis &trouble shooting for the product support issues.


    • Provide on call support for 12 hours (0600 to 1800 hrs IST) on rotational basis


    • Install system releases


    • Custom training for the Service Desk/L1/Program teams


    • Should be well versed with ITIL practices and Protocols. Looking for people from support background.


    • Should have prior knowledge in Deployment, Implementation, performing Disaster Recovery activities.


    • Should be comfortable to work in Shifts.

    Functional Competencies

    Analytical Skills

    Oracle database/SQL queries

    Utility domain knowledge (preferred)

    Scripting (preferred)

    Hosting Solution: IIS & Cloud Infrastructure understanding

    Experience with Windows desktop/server platforms and/or Unix, Networking and Scripting is a plus

    Wireless technologies experience is a plus

    Data Analysis

    Technical Troubleshooting

    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.

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