Job Title : Software Engineer
Job Code : 2290
Location : IN-India, Bangalore
Category : Software Development
Job Description :
- A position within the ACE (Application Control Engineering) organization; the Production Support Software Engineer is an experienced role with potential for growth.
- To work closely with other members of the ACE team and other functional groups within GXS as a whole, the role demands technical expertise in handling production issues and complex inquiries for customers along with special projects as assigned.
- Provide basic to intermediate technical production/applications support and assistance for GXS customers who use a cross section of GXS applications.
- Works independently to gather information, pose workarounds, carry out necessary research, and provide an in-depth analysis to resolve production/application issues, customer requests and inquiries, escalating to a lead or manager when appropriate.
- Interact, respond, guide and work with GXS Tier 2 personnel, who would be our key clients, and from whom problems trickle down to Tier 3 personnel.
- When the opportunity presents itself and it is appropriate, works with a team or individually, to educate and empower the customer to understand how to perform tasks and investigations on their own.
- Provide on-call support [24x7] for high priority critical problems, when situation demands.
- Provide severity and scope analysis of issues, inquiries and requests; maintaining ownership until resolution.
- Will provide a concrete explanation of resolutions to issues, inquiries and requests to GXS customers. These contacts will range from technical to those of an executive level within their organization.
- Works in group or independently on side projects as needed and assigned.
- Provides feedback and shapes production support procedures, policies and documentation where none exist or where they are stale and need to be updated.
- Efficiently organizes and addresses multiple production issues, customer requests and inquiries from several sources, delegating when and if appropriate. The sources of which would be phone conversations, email, paging system, Instant Messenger chat, or face-to-face conversations.
Knowledge :
- Software Engineering
- Operating Systems
- Internet Application Architecture
- Java
- Databases
- WebServers and Application Servers
Education : Preferably An Engineering Graduate
Experience : 1+ Year,
Industry Experience : 1+ Year
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