Job Description :
Title Support Engineer Location Plano TX Primary Good communication and client facing skills is mandatory Should be well versed with ITIL v3 framework Worked on supporting Kiosk Applications & Devices (Any Pheriherials) Worked on Tools like BMC Remedy, Service now, Jira, HP ALM (Any one) Worked on SQL, Splunk, Quantum metrics (Anyone or more) Knowledge on Windows administration. Optional Should be having scripting knowledge (Optional) Have working on supporting Oncall projects (Optional) BAU activities Responsible for L1 Issue Resolution/Escalation Be able to coordinate with L2-L3-L4 teams for getting the SOP based resolutions identified and help left shift such ticket resolutions to L1 /OCC(operations control center) team Should have exposure to knowledge transition from client/incumbent vendor teams. Ability to operate in hostile transition environment is preferred Own transition activities until stream lining of support Facilitate on time delivery and ensure quality of delivery Should be responsible to prepare and share weekly report to customer Should be responsible to prepare and share weekly management reports Promptly notify and involve critical incident management of high priority issues and coordinate with the concerned teams and follow up on the resolution Communicate with other interfacing Groups for any issue reported Should be responsible to review/maintain KEDB on regular basis Should be the second level escalation for Production Support Analyst Coordinate with application SMEs for urgent issues Escalate any potential SLA violation to the Service Level Manager/management