Support Engineer - DBA

For a Global IT Company based out of Bangalore

The Role:

The SQL Support team will be responsible for delivering SQL Server support for all Microsoft customers. Utilizing knowledge of the customer environment, they will deliver timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. They will effectively manage cases and sub-cases to ensure timely and high quality communication with customers and resolution of all issues.

Responsibilities:

• Communicate with corporate customers via telephone, email, and other electronic communications regarding problems.
• Analyze problems and develop solutions to meet customer needs; may involve writing custom code.
• Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
• Write technical articles and sample programs for Microsoft's knowledge base.

Qualifications, Abilities and Experience should include:

• Strong Relational Database Management System (RDBMS) knowledge and experience. 
• Hands on  experience on SQL/Oracle DBA activities.(At least 3+ yrs)
• Experience on clustering will be an advantage.
• Good knowledge gained from experience in Microsoft® SQL Server versions 2000 and 7.0 is required
• Good understanding of the concepts of Operating Systems is required
• Microsoft Certified Application Developer and/or Microsoft Certified Solution Developer  and/or Microsoft Certified Database Administrator certification
• MCP Certified in at least one of the Microsoft Programming Technologies
• Similar Certifications in other high end RDBMS product will be an advantage
• Experience of at-least 3 years in the technical environment mentioned above is desirable.

Critical Exposure areas;

• Database experience with good knowledge of internals
• Operating System Concepts
• Trouble shooting skills

Reporting to: Team Manager

The position requires working in EVENING / NIGHT SHIFTS and provides VOICE-BASED SUPPORT

 

 

Customer Support Supervisor

Location: Bangalore

Shift      : 24/7

Job Description:
The CS Supervisor will lead a team of CSR’s in providing exemplary customer Service on a global, 27*7 scale. The CS Supervisor will ensure that all business tasks are responded in a timely, consistent, friendly, professional manner that results in rapid, accurate fulfillment of the needs of the customer as well as business.
Responsibilities:

·         Ensure rapid response and follow-up to phone and electronic mail requests from customers seeking technical support services

·         Ensure that all Customer Service Specialists interactions with the customer result in a positive experience for the customer and the Customer Service Specialist

·         Ensure that all Customer Service Specialists deliver a consistent experience for the customer

·         Ensure that all Customer Service Specialists interactions with the customers are effective in moving each issue to resolution

·         Motivate, develop and empower each Customer Service Specialist resulting in good employee satisfaction

·         Set SMART Goals for the Customer Service Team and each Customer Service Specialist in alignment with the Global Support Services operational objectives

·         Participate as an effective member of the management team in meetings and initiatives

·         Ensure through repeatable workflow that the Customer Service Specialists achieve complete and accurate customer account data in the CRM systems

·         Be highly available to management and the Customer Service Team

·         Set appropriate customer expectations regarding incoming support issues

·         Enter accurate detailed information into the call tracking system (Siebel) Other duties and projects, as required by management

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill & or abilities required.
Experience:

·         At least 3 years in a Customer Service leadership role, preferably in software industry

·         Proven success in developing and implementing process

·         Experience in working with Internet applications, MS Office tools, Call Center tracking systems (CRM), Avaya, and Erlang etc…

·         Exceptional time management skills

·         Excellent verbal and written communication skills

·         Any technical or IT experience a plus

·         Ability to take initiative and to set priorities independently

·         Strong organizational skills and attention to detail

Executive Assistant

Reports to      : GM

Job Location   : Hyderabad

For one of world’s Top 3 IT Company

 

Job Description :

Executive Assistant will be handling a wide range of support activities for the General Manager. She will be responsible for the smooth functioning of the day to day Executive’s office in administrative and the operational space. Will be managing complex calendars, coordinating travel arrangements, meeting agendas, presentations and various other documents as necessary. She will be interacting with the business leads and key people from the various enabling functions in driving commitments and the action items to a closure. Will also be playing the role of the “eyes” and “ears” of the Executive’s office hence maintaining confidentiality will be absolutely crucial. If ability permits then she must play the role of being the “conscience” of the business/Executive’s office.

 

Eligibility:

·         Must be a graduate (any specialization is fine), MBA preferred

·         Must have expert level of written and verbal communication and interpersonal skills

·         Preferable would be a person with over 5 years of experience in this area.

·         Must have strong knowledge of MS Office (Word, Excel, Powerpoint, Outlook)

 

Key Competencies:

·         Good Organizational and Planning skills

·         Good attention to detail and accuracy

·         Ability to interact with Staff at all levels

·         Gathering and collating Data in a meaningful format

·         Must be Proactive, resourceful and efficient

·         Must have the ability to maintain confidentiality

 

Job Responsibilities:

·         Executive calendar and time management. Travel and Logistics

·         Sending correspondences on behalf of the executive

·         Program Managing Events, offsites and Key executive visits.

·         Taking notes in Meetings and following up with the action items.

·         Assisting in preparing presentations, and executive briefing documents

·         Gathering and collating data (External and Internal), representing it in a meaningful format for reference.

·         Keeping a watch over the GM’s buffer and ensuring the division is within budget.

·         Approving Expense Reports and Purchase orders on behalf of the executive.

·         Keeping a track of the scorecard and Commitments

·         Updating the DL’s and maintaining the Sharepoint

·         Will be closely working with the Leads on a lot of Cross group initiatives.

GPS - Partner Technical Consultant - Unified Communication

For one of the Leading IT company based out of Bangalore

The Role

Key work areas: -

·         Represent the company and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in Microsoft Exchange / Office Communication Server

·         Work on Technical Support issues on Microsoft Exchange Server 2003/2007/2010 (Client Server Infrastructure) with premier customers of Microsoft.

·         Providing technical consultation to Microsoft Gold partners for end to end deploying, planning architectural guidance and best practices laid by Microsoft for Microsoft Unified Messaging Deployment

·         Work on Technical Support issues on Microsoft Office Communication Server 2007 with premier customers of Microsoft

·         Responsible for efficiently managing the relationship with the customers and thoroughly documenting their cases.

·         Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborate with Technical Leads and escalation resources when appropriate.

·         Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.

·         Working knowledge of pre-release products and take ownership for product improvement in key product areas.

Critical Exposure areas;

• Possess the ability to verbally explain MS Solutions in English to North American Customers/Partner with clarity and precision
• Possess ability to deliver MS solutions in writing via e-mail
• Proactively understanding customer/partner needs and deliver services that enable them to be successful

Reporting to: Team Manager

The position requires working in NIGHT SHIFTS and providing VOICE-BASED SUPPORT

 

 

 

Support Engineer - EPS Networking

For one of the TOP IT Company based out of Bangalore

The Role

A Support Professional is responsible for providing quality support for Microsoft Windows Server with a high degree of customer satisfaction; provide responsive and reliable technical solutions and information to the customers.

Responsibilities:

• Represent the organization and communicate with corporate customers via telephone, written correspondence, or electronic service in regard to finding solutions for technically complex problems identified in Microsoft products.
• Solve highly complex level of problems, involving broad, in-depth product knowledge or in-depth product specialty; that may include support of additional product line.  Frequently, these problems will not only be technically complex, but will be politically charged situations requiring the highest level of customer skill.
• Responsible for efficiently managing the relationship with these customers and thoroughly documenting their cases.
• Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues. Collaborate with Tech Leads and escalation resources when appropriate.
• Participate in case triage meetings to share knowledge with other engineers and develop efficient customer solutions.
• Consistently share best practices with team members.  Act as technical resource for broad and complex issues, and may typically be assigned to moderately strategic accounts. Ability to develop and deliver “in depth” technical training to other engineers.
• Write complex technical articles and sample programs for knowledge base.
• Maintain strong working knowledge of pre-release products and take ownership for product improvement in key product areas.

Candidates Profile

Networking

·         Strong Experience in Network Operations.

·         Strong Experience in DNS, DHCP, WINS, TCP/IP, Routing, NLB, SubNeting, Wireless etc.

·         MCSE – Windows 2000 and above

·         3+ years of experience in administering Microsoft® Windows 2000 Server and Windows 2003 Servers.

·         Good English Communication Skills - Spoken and Written (including technical writing)

·         Logical Trouble Shooting and problem solving skills

·         Excellent customer Service skills and effective learning skills

Reporting to: Team Manager

The position requires working in NIGHT SHIFTS and providing VOICE-BASED SUPPORT