Please direct your responses to: jacklyn.ho@experis.com
Title: Track Lead/Support Engineer
Location: San Jose, CA
Contract: 6+months(renewed quarterly)
Job Description : The Track Lead/Support Engineer is a member of engineering team whose primary responsibility is to act as a liaison between the L1/L2/business and L4 (developer support) and would also be responsible for case resolution/routing and defining the support plan and the process.
Need to work with dependent application support teams. Responsible for escalating cases appropriately and working with L4 support engineers.
Providing proactive & reactive technical support , second line phone/email consultation to independently debug complex product problems.
Ability to work independently, as the position only receives minimal supervision with no instruction on routine work and general instruction on new assignments.
Typically interfaces with L1/L2 Support Engineers, Product Managers and internal engineering team.
P1/P2 application monitoring & support (24X7)
Problem & Incident management
Define Support process and OLA´s with participating team
Skills Required
Strong technical knowledge with Cisco product, troubleshooting cisco products and support
Ability to understand complex product, customer issues and technical architecture to provide solutions that is easy for customers to understand.
Demonstrates leadership qualities including: a sense of vision, ability to motivate and inspire others, solve problems, meet deadlines, and confidence
Excellent presentation and communication skills including written, verbal, and listening skills
Quickly earns credibility and trust with stakeholders through open communication
Ability to influence others. Influences others to make decisions and take actions aimed at achieving common objectives that ultimately benefit customer
Strong background in J2EE/Java applications, web applications, databases and Large scale Architectures.
5-7 years of experience providing post production application support/on call support dealing with internal/external customers/users.
Experience working with ticketing/case creation/escalation applications.
Experience (8 years) with web based product Architectures; Ability to assess commercial level performance, scalability, and robustness system issues in web based products.
Experience (5 years) programming with Java and XML based products.
Experience with Network Technologies (Cisco device knowledge is plus)
Experience (5 years) with Oracle based products on UNIX /Linux development environments and products on Windows systems.
Experience (3 years) with Object-oriented Software Development Methodologies.
Webserver & Application server knowledge
Education required
Bachelors in Computer Science or equivalent
CCNA or CCIE
Please send your resume to Jacklyn.ho@experis.com
Thanks,
Jacklyn Ho
408-369-4104
Jacklyn.ho@experis.com
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