Service And Support Engineer
UAE, United Arab Emirates
Job Description
Job Purpose DT World is developing digital logistics solutions that are based on the latest technologies and using distributed systems using cloud-based infrastructure and solutions. These digital logistics solutions need to have a robust solution architecture that remain in-sync with changing business requirements that leverage hybrid best-in-class open-source and enterprise-grade technologies, architecture patterns and developing products based on Agile/SDLC methodology. The Service and Support Engineer is responsible for supporting DT World’s technology products that are aligned with the company’s revenue and product objectives. They will need to take a leadership role in Managing and providing customer support and follow-up by coordinating the activities of the Support engineers in managing and maintaining incidents and problems, ensuring high quality of service, providing Proper reporting and feedback, and following up with DTWorld customers ensuring their satisfactions. The primary capability for this role is the ability to understand and support DTWorld’s implemented cloud infrastructure and products, develop inside knowledge of these systems technical and functional aspects, manage the resolution of incidents and problems efficiently and provide meaning full support to DTWorld’s end user customers.
Key Accountabilities
Key Accountabilities
- Be focal point for customer escalations.
- Provide the required support to DTWorld’ customers through various channels of communications that includes email, Microsoft teams, JIRA Service desk etc.
- Manage and attend daily support meetings with customers and internal teams to provide a proper summary and reports of current issues and resolutions
- Ensure that all incidents are properly registered into the JIRA service desk and are closely followed-up with proper timely updates and resolutions.
- Share your knowledge and skills with our front-end support staff to improve their skills and reduce the load on our team.
- Ensure that all issues are resolved according to the agreed up on SLA times.
- Ensure a high quality of service is provided to our end customers
- Maintain confidentiality, integrity and availability of information in line with DTWORLD's information security policies and procedures
- Provide useful suggestions to enhance JIRA’s dashboards and services for our end customers.
- Achieve results through acknowledged technical, communication and leadership ability.
- Coordinate, follow up and report back on all incidents transferred to 3rd line support (product developers and infrastructure)
- Manage and attend weekly meetings with our back-end support staff to follow-up on their issues and requirements.
- Participate in internal meetings for new and enhanced products and provide useful commentary on ways to enhance them.
- Review technical support requirements between Support and Development / Implementation teams, with a view to create efficient support solutions
- Bachelor degree in Computers or a relevant discipline
- Minimum 5 years overall experience with at least 3 years in supporting and managing business software and products
- Minimum 5 years experience in the IT field with exposures of infrastructure and cloud services
- JIRA service desk knowledge and certifications
- ITIL and or ISO20000 certification
- Basic development skills with JAVA, react-JS or angular
- SQL and basic understanding of DATABASE concepts
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Job Detail
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Job IdJD1436831
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationUAE, United Arab Emirates
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EducationNot mentioned