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Posted On Jan 12

Tech Support Engineer II

LT Technology Services

Location : India

Headquarters : Vadodara, India

Hiring Mode : Full Time

Experience : Mid Level

LT Technology Services
India
Tech Support Engineer II
Date: 12-Jan-2022
Location:
Company: LTTS
Job Biography
A brand ambassador, providing strategic direction to the organisation and business growth by driving change initiatives for asset value creation
Job Purpose
  • The scope of the role is centred on managing multiple projects/accounts, providing strategic direction and business growth. Responsibilities include achieving top line and bottom line targets, creating roadmap for competency enhancement, overall customer engagement and account management and governance
Education
  • Diploma Engineers
  • Engineering Graduate
Preferred Education
Experience
3 to 5 years
Certifications
  • PMP Certification
  • Impact and Influence
  • Impacts business growth and profitability through impeccable delivery
  • Impacts company brand image by representing in industry forums, conferences, events or new customer meetings
  • Impacts business strategy with contribution to new market penetration and increasing market share
  • Influences team in driving productivity improvements and operational efficiencies
  • Influences team with implementation of organizational initiatives and in creating value assets to stimulate growth
  • Influences organizational growth and development through effective succession planning strategies
  • Principal Accountabilities (A)
  • Technical Management
  • Technical/Competency support
  • Accountable to facilitate technical support through internal and external stakeholder’s interaction
  • Competency development
  • Responsible to identify new competency requirement proactively and drive competency enhancement by creating roadmap for future revenue growth
  • Innovation
  • Participates in industry forums, conferences for case studies and technical papers
  • Project Management
  • Project management and governance
  • Accountable to govern project direction, status by coordinating and communicating with customers, leadership and project teams
  • Ensures optimum utilization through effective resource planning, adherence to timesheets, timely invoicing
  • Risk management
  • Accountable to track and monitor risk management plans
  • Accountable for identifying and mitigating risks related to contracts through governance reviews
  • Process Management
  • Processes and practices
  • Accountable for quality compliance, process management, cultivate culture of continuous improvement (productivity, quality, cost, conducting periodic reviews)
  • Responsible to provide management and administrative support to project teams (recruitment support, resource mobilization, logistics, infrastructure)
  • Accountable for compliance with organizational processes and business support processes (forecasting, timesheets, invoicing, accruals) for operational excellence
  • Customer Management
  • Relationship building
  • Responsible for overall client engagement. Builds strong long-term customer relationship and leverage it for business growth (brand advocacy)
  • Through open and clear communication, engage the client at every stage in the project life cycle and deliver business value
  • Escalation management
  • Accountable to manage customer escalations and be a single point of contact for all teams/projects
  • Responsible to identify and address root causes of escalations for process improvements
  • Responsible for measuring customer satisfaction index and strive for its improvement
  • Relationship building
  • Responsible for measuring customer satisfaction index and strive for its improvement
  • Principal Accountabilities (B)
  • Organisation Framing and Development
  • People management
  • Responsible for handling issues/conflicts/concerns within teams/stakeholders
  • Responsible for talent development and succession planning
  • Accountable to intervene and act on capability enhancement needs based on reviews
  • Responsible for employee engagement and team motivation
  • Performance management
  • Ensure fair and efficient execution of performance management process
  • Business and Strategy
  • Revenue and profitability
  • Accountable to achieve top line and bottom line targets
  • Responsible for tracking annual budgets, forecasting and ensuring predictability and sustainability of business
  • Responsible for effective negotiations and managing contracts/commercials (delivery, quality, cost)
  • Business development
  • Accountable to creating growth plans and strategy for given account/segment
  • Accountable to do the market analysis, win/Loss analysis to improve competitor advantage, identify proactive proposals, RFQ’s and RFI’s through account mining
  • Responsible to support sales and marketing initiatives in alignment with sales strategy
  • Responsible for setting up customer specific ODC’s and developing eco system inclusive of vendors and partners
  • Leadership Competencies
  • Influencing & Networking
  • Intrapreneurial Buiness management
  • Developing Others
  • Transformation Orientation
  • Planning & Organising
  • Customer Relationship Management
  • Critical Decision Making
  • Technical Focus Areas
Responsibilities
  • Handling client calls / critical issues.
  • Analyze problems as reported for the product
  • Provide solution, Participating and chipping in to root cause analysis.
  • Provide workarounds / code solutions based on the priority of the issues
  • Resolve performance issues.
  • Connect with onsite team for issue resolutions.
  • Working with IT to build deployment packages, work on translations, coordinate with PS, maintaining JIRA, preparing reports, maintaining release calendar
  • Maintaining application level monitoring using shell scripts
  • Preparing utilities to help reduce manual work.
Qualifications
  • Bachelor’s degree, preferably in an IT-related field
  • 2 - 4 years of experience in web application support
  • Knowledge web application technologies - Java, J2EE, JSP, Servlet, HTML, CSS, JavaScript, SQL
  • Knowledge in Database technologies : DB2, MongoDB
  • Understanding of Web Servers (Apache) and Application Server(Tomcat/IBM WebSphere)
  • Strong communication skills.
  • Proven experience in diagnostics and problem analysis
  • Technical Competencies
  • IoT
  • ISO - Quality
  • ASIC Account Management
  • Telecommunication & Networking
  • Visual Studio
  • MS office tools
  • QXDM Logcat
  • Visio
  • Debuggers/IDE
  • Mobile
  • IEEE
  • Windows
  • SVN
  • CMMi
  • JIRA
  • Transportation/Automotive
  • Microsoft Project
  • Skills
  • JIRA
  • IoT
  • Transportation/Automotive
  • Telecommunication & Networking
  • Visual Studio
  • Mobile
  • ISO - Quality
  • Visio
  • SVN
  • IEEE
  • CMMi
  • QXDM Logcat
  • ASIC Account Management
  • Debuggers/IDE
  • MS office tools
  • Windows
  • Microsoft Project
LT Technology Services