smartShift is the world’s leading provider of Intelligent Automation for SAP transformations. smartShift Intelligent Automation(R) offers a better way for SAP customers to migrate and optimize their custom code. With its patented AI-powered solutions, smartShift delivers secure, stable, and optimized code in weeks rather than the months required by conventional approaches. smartShift is trusted by many of the world’s largest SAP customers and has been used to modernize over 3,000 SAP systems, converting over 2.5 billion lines of code.
The power of smartShift Intelligent Automation:
2-3X faster migration/conversion timelines.
<0.1% code transformation error rates.
40-50% reduction in IT costs.
1000+ transformation projects.
14 patents.
260+ person year of R&D time spent.
smartShift Technologies is looking for a Software Engineer – Systems to join our Bangalore team.
The engineer will act as the first point of contact for customers to report any issues relating to their 24/7 environment.
The primary objective of the role is to provide first time resolution to incident tickets. This will be achieved by working, troubleshooting, diagnosing and resolving requests at the first point of contact and/or by escalating to one of our 3rd line specialist teams to investigate and resolve. Throughout this process, the engineer will remain the single point of contact for the customer, maintaining ownership of the original request and acting as the main point of contact between the customer & smartShift. The engineer is responsible for providing timely updates and ensuring the customer requests are given the correct level of priority and attention.
This is a challenging position, which calls for excellent customer service skills, the ability to articulate
solutions clearly to the end users. The engineer must possess a high degree of technical knowledge across a broad range of technologies & products including; Hosting (Linux and Windows), Network and Cloud technologies
Responsibilities
- Triage incoming requests/alerts in a professional, courteous manner over the phone, email, and ticketing system
- Take ownership of tickets and manage them in a logical & methodical manner
- Log incidents/requests accurately, categorize and prioritize them in line with team procedures
- Conduct full & thorough diagnostics with end users to enable first point of contact fault resolution
- Ensure all issues are resolved within defined SLA’s – escalate as necessary
- Manage tickets through their entire lifecycle from the first point of contact through to resolution, proactively
communicate with the customer
- Identify and escalate repeat issues or service risks to 3rd level specialists
- Maintain & upgrade skills by proactively seeking learning opportunities
- Adhere to the shift roster maintained by the team manager – weeknights and weekend rotational shifts
- Share learnings and knowledge with colleagues
- Experience, working on Linux operating system and AWS cloud computing services (Mandatory Skills)
- Experience, working on any virtualization environment
- Exposure to Public/Private Clouds
- A keen interest in networking & WAN technology
- Strong written & verbal communication skills; should be able to handle US clients
- Proven hands on experience providing helpdesk support
- Possess customer centric mentality while troubleshooting issues
- Highly organised & able to work with minimal supervision
- Flexible & willing to work outside core business hours as required
- Experience working with any ticketing & monitoring tool is a plus
- Knowledge or Work experience in Azure cloud is plus
- Knowledge/Training on Fusion middleware products is plus
- Knowledge on web technologies (i.e. Tomcat, Apache) is plus
- ITIL process knowledge is a plus
- Any Engineering degree or equalling degree
- 2-5 years of experience in AWS and Linux Administration.
If you are client focused, open communicator, quality conscious with an eye for technology, here is a fantastic opportunity for you to grow in a fun loving and challenging workspace.
If you are passionate about building the technology world, be smart and join us at smartShift!
smartShift is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or veteran status.