Job Description

AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life \xe2\x80\x93 such as energy, infrastructure, chemicals and minerals \xe2\x80\x93 safely, efficiently and more sustainably.

We\xe2\x80\x99re the first software business in the world to have our sustainability targets validated by the SBTi, and we\xe2\x80\x99ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We\xe2\x80\x99ve also recently been named as one of the world\xe2\x80\x99s most innovative companies.

If you\xe2\x80\x99re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at https://www.aveva.com/en/about/careers/

The purpose of this role is to be part of a 24x7 support team providing customer support. The team are responsible for answering customer queries and solving customer technical issues over phone, email and tickets. The team are also responsible for monitoring application alerts , analyse, solve and escalate as needed. The Team are accountable to making sure all submitted technical and application related issues regarding AVEVA products are addressed, adhering to contractual support SLAs. The team also provides support for AVEVA Licensing and a basic level of support for AVEVA Products (engineering and information management products).

Role Description:

• Provide a solid technical understanding of Networking and Hosting technologies and solutions.
• Provide on-going customer and operational support to ensure stable, secure running of AVEVA Cloud operational and support services, as defined by service measures.
• Point of contact for requests and support incidents for external and internal customers.
• Perform service health/capacity checks.
• Respond to automated alerts by defined action \xe2\x80\x93 either technical response, further checks or escalation via document.
• Monitor emails & Helpdesk queues for incoming support requests, respond and act accordingly.
• Monitor site related alerts, analyse and solve or escalate as needed using alert monitoring software
• Work with development teams on upcoming releases and changes to ensure smooth planning and implementation.
• Deliver support and service solutions to customers in line with ITIL and/or industry best practice
• Ensure operational procedures and practices are well defined, documented and consistently applied

Functional Competencies:

• Experience working in a help desk support environment
• Strong communication skills (writing and verbal) and ability to address conflict with others constructively
• Troubleshoot, isolate, and diagnose common network, OS and server alerts, events and issues.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Experience with alert monitoring tools like Sentinel
• Ability to answer customer calls globally over phone (CCE touch point) and work on customer interactions
• Understanding of customer service practices
• Knowledge of issue tracking systems (Preferably service cloud)
• Coordinate with other ITIL processes and functions such as Problem, Change Management, Service Desk and Second Level support teams.
• Understanding of common information architecture frameworks
• Excellent time management and organizational skills, and ability to handle multiple concurrent tasks and projects with minimal supervision
• Experience with Disaster Recovery plans and related technologies
• Ability to work a flexible schedule.
• Experience managing, supporting network infrastructures
• Good to have knowledge on Cloud technologies (AWS and AZURE)
• Support and contribute to continual improvement by reviewing and improving support processes
• Follow company policies, procedures, and best practice guidelines
• Proactive and positive attitude

Educational level:

• BE or B-Tech or equivalent

Important Working Relationships

• All levels of AVEVA Support Organisation (within Hyderabad and worldwide)
• Local teams and management
• Relevant customer Service Delivery Managers
• Customers\xe2\x80\x99 local support representatives
• Product Development, testing and implementation teams as required

Knowledge, Skills & Experience Required

• A broad knowledge of IT client support (Operating Systems, TCP/IP, DNS, web-based)
• Good knowledge PC configuration and software
• Knowledge on Cloud technology and Cloud based applications
• Experience / Knowledge of AVEVA Products

AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment. Background checks will be conducted in accordance with local laws and may, subject to those laws, include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check. Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.

Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.

AVEVA