Job Description

As Managed Services Engineer you are responsible for the optimal availability of the systems for our Hosting and Managed Services customers. In addition, you take care of maintenance, timely recognition and resolution of problems and provide 2nd line troubleshooting support. You manage services and support, participate in hosting projects, and define solutions for customers. Overall, you ensure the successful fulfillment of the customer’s needs.

You will contribute to the Continuous Services mission by establishing customer satisfaction. Within this role you perform second-line customer contact through technical support, incident, problem, and service request management on hosted and managed environments for our customers. Being part of a global team, this role incorporates:
• Continuous service reliability and performance improvements.
• Disaster recovery solution management to guaranty business continuity.
• Service improvement by maintaining and enhancing internal tools.

This function is a full-time function or can be combined with another role within the Continuous Services department. It is required to participate in our 24×7 standby (red phone) service and to work outside office hours conform the maintenance window as agreed with the customer. The flexibility can be needed in future to work into a shift rotation system to cover 24×7 coverage.

Job Requirements

• Education requirement : Bachelor’s degree, or Master Degree in Computer Science, Software Engineering, Mathematics or comparable work experience.
• Previous experience with managing hosting environments, database management and security management is an advantage.
• At least 2 years’ experience in software troubleshooting or in high level technical support.
• Understanding of modern software architecture.
• Experience with DELMIA Quintiq is a nice-to-have.
• SQL knowledge and experience (Oracle, MSSQL) is required.
• Scripting experience in PowerShell is good to have.
• Monitoring tools setup & configuration (Nagios) is good-to-have.
• Must be aware of the working & usage of virtual machines, high-availability architecture and tools, networking, firewalls, DNS, load balancers, etc.
• Experience with Web Application Firewalls & Certificate management
• Experience in using various formats (XML, CSV, SOAP, JSON, etc.) and protocols (FTP, SMPP, HTTP, etc.)

Job Responsibilities

• Responsible for providing second line technical support to customer services on hosted and managed services
• Your main KPI’s are related to our hosting and support SLAs, like system availability, maintenance slot adherence, resolution time, data retention adherence, recovery time objectives and recovery point objectives
• Manage incidents, service requests and problems through our ticketing system.
• Assisting the team and service manager in building and maintaining the best operational strategy for our hosted and managed environments (monitoring, reporting, security, high-availability, performance, etc)
• Responsible for managing the customer databases in terms of setup, restore and configuration
• Responsible for defining a good monitoring (alert) strategy for our managed and hosting services customers
• Manage the integration tools and infrastructure components on our hosted environment
• Responsible to execute deployment of DELMIA Quintiq applications on customer environment conform release instructions
• Initiate automated monitoring, like in writing scripts for system health check, reports, integration, or other areas to support the DELMIA Quintiq application
• Maintain and improve the platform’s alerting system
• Define and manage the real time monitoring cockpit to manage all monitoring aspects of the DELMIA Quintiq application
• Contribute to process improvement initiatives and continuously improve the service reliability, performance, and security
• Manage the maintenance activities by implementing changes, deploy patches and fixes delivered by third party software providers
• On customer demand, write root cause analysis report when there is an incident and define corrective and preventive actions
• Adhere to all applicable security and compliance rules. Raise or flag potential risks when there is a (potential) security non-compliance
• Responsible for setting up disaster recovery procedures conform our SLA with the customer
• Participate in the platform handover from project to production support for our managed services and hosting customers.
• Contact 3rd party suppliers (e.g., Windows) related to incidents or service requests
• As part of the Continuous Services team, you will have direct contact with customers around the world regarding updates to their raised incidents or service requests.

To be successful at this job, you master the following competencies:

• Strong analytical and troubleshooting skills.
• Persistence and pro-active attitude.
• Creative problem-solving skills.
• Problem management skills.
• Customer and result oriented.
• Excellent communication skills.
• Highly customer and result-focused;
• Sense of Ownership
• Service and quality focus/mindset
• Excellent English reading, writing, and conversation.
• Flexible (e.g. rotational shifts).

Nature of Job

This position is offered as a fulltime job, where it is also required to work in rotational shifts (24×7). You’ll have Work From Home options. You will be working in a state-of-the-art infrastructure in Ahmedabad, in a professional and international culture (India, USA, UK & the Netherlands), communicating with other col-leagues around the world. We have a fun working environment with regular celebrations and other em-ployee engagement activities. Performance is rewarded within The logic Factory , there is fast professional and personal growth in salary and grade.

This role is primarily based in the Ahmedabad – Gujarat but you will be expected to work with colleagues in the UK, Europe, and the US.

Apply

For more information, please send an e-mail to careers-in@thelogicfactory.com.

For consideration, please upload your resume and a cover letter stating why you are applying for this position. For more information on DELMIA Quintiq please visit their website at www.quintiq.com

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