Senior Software Engineer – Technical Resolutions

Designation: Senior Software Engineer – Technical Resolutions

Location: Mumbai

Responsibilities:

Oversee day to day support operations for identified merchants
Own the issue and the solution
Track and review Key Performance Indicators and metrics against Service Level Agreements
Expert in our company’s support processes, workflows, communication standards and process knowledge
Willing to step in and assist customers, partners and other team members
Ensure support inquiries are following the correct internal channels are addressed in a timely fashion
Collaborate with other support and product leaders to prioritize software bugs for resolution
Participate in status calls with clients and other team members
Contribute to growing knowledge base with internal and client facing content
Document all communication via ticketing systems

Skills and Qualification:

Graduate degree in Computer Science, Computer Engineering, or related technical discipline from Tier-1 Institutes
4-5 years working in a support or similar client facing role in software
Interested in process excellence; proven experience optimizing a support (or similar) process workflow
Proficient/fluent English-language written and verbal communications skills
Ability to work autonomously and also collaborate effectively
Experience using case management systems (Salesforce.com, Jira, ZenDesk)
Banking / Visa / Master experience
Should be ITIL certified
Familiarity with Java/J2EE applications
Familiarity with database technologies including Oracle or SQL Server
Familiarity with Unix & Linux

Personality:

The ideal person for this role would be someone who loves the challenge of an entrepreneurial environment, who has high ownership to be available 24×7 for our customers, who is able to deal with complexity and rapid change and who has large dreams to be part of interesting journey.

The person would be self-driven, results-oriented with a positive outlook and impeccable integrity. He/she would have a track record of delivering results consistently in uncertain environments. Excellent communication skills with an ability to manage crucial conversations with senior stakeholders.

Retail industry demands “I’ll do it now instead of tomorrow” attitude. Please be prepared for interesting journey if you want to grow fast with no age barriers.