Product Support Engineer

Year    Bangalore, Karnataka, India

Job Description


Job Title Product Support Engineer- 2

Common accountabilities:
- Works autonomously within defined processes and procedures or methodologies, takes standard decisions and may support the development of solutions to complex problems of a recurring nature.\xe2\x80\x8b
- Receives instruction, guidance and direction from more senior level roles or manager, with regular monitoring on the status of the assignments.\xe2\x80\x8b
- May have specialized formal education or the equivalent work experience and has the required technical and functional skills and basic knowledge of the business.

Specific accountabilities:

  • Respond to user requests to research complex problems associated with the organization\'s telecommunications networks (voice and/or data).
  • Identification of Problem, and attend trainings on them to facilitate knowledge transfer and prevent problem reoccurrence through documenting knowledge articles.
  • Respond to and diagnose problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation.
  • Provide effective and timely resolution of users\xe2\x80\x99 problems, queries or complaints.
  • Perform Quality Peer review of Incidents Handling and Regular Hygiene checks.
  • Work in Coordination with different stakeholders in support organization to drive business.
  • Assist in hardware and software evaluation and recommends upgrades or improvements to existing tools used for Daily operations.
  • Knowledge of Travel Domain with Digital Experience Suite, Middleware Product functionalities is a Plus.
  • Knowledge of ITIL Concepts with Incident/Defect Lifecycle Management is a Plus.
  • Respond to Amadeus customers questions concerning Amadeus Products and Solutions (functionality, application, interactions between different solution components)
  • Exposure to Incident Management & Monitoring tools like Service Now, Splunk & Kibana.
  • Acknowledge, investigate and when possible recover incidents within service levels using knowledge solutions.
  • Escalate incidents outside the scope of team competencies to 3rd level resolver groups within Amadeus or to external service providers and follow-up.
  • Provide Amadeus customers with updates on the status of critical problems.
  • Suggest improvements to Knowledge Solutions database and helps in documenting articles.
Diversity & Inclusion

We are an Equal Opportunity Employer and seek to hire the best candidate regardless of age, beliefs, disability, ethnicity, gender or sexual orientation.

Amadeus Hospitality

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Job Detail

  • Job Id
    JD3164640
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Bangalore, Karnataka, India
  • Education
    Not mentioned
  • Experience
    Year