Customer Support Engineer

Location

Bangalore | India

Job description

Job Title: Customer Support Engineer

Location: Bangalore

Experience: 2 to 4 years

Job Description:

• Digitalization product development or Product Customer support SQL, SSRS report.
• Led on-call shifts and managed incident response within the command centre, providing leadership during critical situations.
• Leveraged extensive experience as a user of the Microsoft ICM tool to enhance incident response efficiency.
• Expertly escalated API issues to the respective AI teams, streamlining the resolution process.
• Addressed vendor involvement in major incidents, interacting with companies such as Yahoo and
• Apple to facilitate collaboration and solutions.
• Published outage notifications for Sev 1/0 incidents and major outages, ensuring transparency and communication.
• Created incidents for reported issues, assigning them to relevant engineering teams for resolution.
• Led weekly calls to disseminate process updates and client news to the team, fostering a culture of continuous improvement.
• Collaborated with Azure and WebXT service teams to identify root causes and prepared comprehensive RCAs (Root Cause Analyses).
• Gathered accurate impact assessments from Directly Responsible Individuals (DRIs), contributing to incident evaluation.
• Documented live site procedures meticulously for future reference, enhancing knowledge

Job tags

Salary