Senior 3rd Line Engineer
Belgrade
Position:
This is a key role within our 3rd line technology support team who process all incident and service request from our external Clients and internal teams. The role is responsible for triage (relevance and qualification) and prioritizing and resolution or escalation to our development teams. The role requires excellent technical skills as it is required to investigate and resolve (infrastructure, configuration and other technical issues). This high-profile role will manage key stakeholders ensuring expectations are clearly set and managed.
Key Responsibilities
- Act as the primary interface between our 1st/2nd and 4th line support teams
- Process client and internal teams tickets (incidents and service requests) ensuring that all requests are triaged, qualified, resolved at pace
- If needed, ensure that requests are handed off to 4th line support at pace
- Assess the impact of each query and take appropriate action
- Assign requests to appropriate internal or third-party support groups
- Monitor the progress of each request and escalate if required
- Inform users of the status and progress of their requests regularly
- Ensure incident records are updated regularly with events and action plans
- Ensure clients and internal teams are satisfied before resolving their requests
Leadership
- To manage and set all stakeholders expectations, to build working relationships to ensure eFront’s long term strategic objectives are met.
- Demonstrable experience of working in a continuously changing and evolving organization
Implementation
- Understand intimately the dependencies between requests and how they combine to deliver service to the end consumer and to the business
- Ensure the day to day delivery of the backlog in line with enterprise integration, architecture and priorities with the ability to make effective priority decisions when required
- Understand and balance commercial needs against technical requirements and capabilities
- Easily recognize system and process deficiencies and recommend/implement effective solutions
- Foster a sense of urgency to deliver results at pace
Essential Skills & Experience
- Minimum of 5 years in level 1-2 support role
- Minimum of 2 years in a level 3 engineering role
- Excellent oral and written English communication
- Good interpersonal and leadership skills
- Graduate degree in computer systems/software development/Telecom or equivalent experience
- Experience of delivering within a flexible environment where priorities can change depending on business needs
- A good understanding of ITIL, ITSM and change/incident management processes and procedures
- Demonstrable experience in incident management, dealing efficiently with business communications whilst providing technical guidance to engineers
You must be familiar, amongst others, with:
- Public Clouds (AWS or Azure) used in IaaS and/or PaaS
- IT systems automation (PowerShell scripting or similar)
- Windows OS (2012,2016) with basic features and roles (IIS, File sharing, .NET engine).
- Linux basic knowledge is a plus
- SQL Server databases. Oracle is a plus. DBA essential skills.
- 3 tier, Web 2.0 and mobile application architectures
- System administration
- IT concepts: Networking (TCP IP), authentication, encryption.
Why eFront is a place for you
Our multicultural environment is fueled by creative people who are driven to deliver. We are committed to provide you with an opportunity to build your career, develop and improve your skills as a part of the fastest growing FinTech industry in the world.
Find out more about eFront and our people #eFrontlife
Deadline for applications: 05.12.2018.