Senior Development Support Engineer (analyst I, Im Support) Job in Xerox
Senior Development Support Engineer (analyst I, Im Support)
- Cochin, Ernakulam, Kerala
- Not Disclosed
- Full-time
- Permanent
Description & Requirements
Xerox (NYSE: XRX) makes every day work better.We are a workplace technology company, building and integrating software and hardware for enterprises large and small. As customers seek to manage information across digital and physical platforms, Xerox delivers a seamless, secure and sustainable experience. Whether inventing the copier, the ethernet, the laser printer or more, Xerox has long defined the modern work experience. Learn more atand explore our
Designation: Senior Development Support Engineer (Analyst I, IM Support)Timings:6 pm to 3 am ISTLocation: Kochi, KeralaExperience: 4 to 9 yearsQualification: BE/BTech/MCA
Summary:Level 4 Development Support Engineers provide application support to end-users, both internal and external, and act as the last point of support before the development teams of those applications.
The correct candidate will be able to operate efficiently working independently and as part of a team to support over 40+ Xerox custom applications, including establishing creative or previously undocumented solutions to ensure continued operation, and is a US CONUS Citizen. Engineers are SMEs who determine if an incoming escalation is a code issue, a data issue, a hosting issue, or a training issue and take appropriate action to mitigate. These actions include establishing urgency/severity, interfacing with development teams, hosting team, and end-users alike, maintaining good relations with all involved parties, establish workarounds for software failures, and driving development team resolutions through meetings.
Importance:The viability of a good platform includes the ability to support it in the field when issuesarise, whether they are software bugs or user errors, and on a Global basis. Highly effective 4th levelsupport personnel can partially/temporarily make up for gaps in other aspects of the platformdevelopment process. Successful development support engineers will
Act as the conduit between the customer and development teams to troubleshoot and resolve reported issuesManage the customers expectations for software solutions to escalationsBe skillful and knowledgeable in the triage and addressing of issues before being escalated tothe development teamsBe the voice of the customer to ensure that the development organization understands the impact of a SPAR on the business as a whole.
Skills Requirements :Experience with MS SQL ServerExperience working in an ITIL-driven environment, and working knowledge of ITIL principles and processesDML and DDL queriesProven working experience in enterprise technical supportIIS and web server experienceServer installation or Upgradation.Strong problem-solving skillsExcellent client-facing skillsExcellent written and verbal communication skillsIncident management/problem managementGood to haveAny development/testing background is a plusSSIS or SSRS is a plusDevelopment/Modification of SQL Stored Procedures /Functions /TriggersITIL certified
Job Description:Ensure excellent customer experience from end-user to development teamUse consistent processes across all supported regions for interfacing with various support stakeholders (e.g., for software licensing, interaction with other cross-functional team members, interaction with customers, etc.)Use the appropriate software triage and resolution procedures are being followed prior to escalating to 4th level development supportUse software developed and/or managed by the Platform Development organization to manage day-to-day activities and escalate issuesMaintain and add to a product Knowledge Base that can be leveraged by the end-users of the software as well as development support personnelEnsure that the XGS licensing policies and processes are followed in accordance with direction from the regional line of business ownersBuild a positive working relationship between the customer support team and other cross-functional teamsInterface with each of the development groups regarding outstanding issues on a regular basis and in a consistent fashionAct as an SME for the applications being supported to provide consistency for interfacing with each software development teamManage customer-support issues and work with the software development teams to provide a resolution for the customerBe the voice of the customer to ensure the appropriate expectations and urgency communicated to the software development teamsCommunicate workarounds to the customer, if availableCommunicate anticipated SPAR release dates to the customer, if requiredConvince the customer to post-pone fixes towards the end of a development cycle to help relieve release commitment pressure where possibleWork with the hosted team members to troubleshoot and resolve centralized hosting issues.Work with the LOB Release Managers and Implementation Managers to obtain up-to-date and new information for the Product Knowledge Base
Responsibilities :Take ownership of issues reported by lower tiers and at times end customers and see problems through to resolutionResearch, diagnose, troubleshoot and identify solutions to resolve customer issuesFollow standard procedures for proper escalation of unresolved issues to the appropriate internal teamsProvide prompt and accurate feedback to customersEnsure proper recording, tracking and ensure timely closure of all issuesPrepare accurate and timely reportsDocument knowledge in the form of knowledge base tech notes and articlesWorking on live production tickets escalated by lower tiers, and at times end customersAnswering questions from customers and prospective customers about the features and capabilities of our applicationsCommunicating customer needs and wishes to our development and engineering staff.
Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. Learn more atand explore ourPeople with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to XeroxStaffingAdminCenter@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
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