Job Description
- Drive customer satisfaction through excellent support.
- Be able to establish strong customer rapport, mine the account and generate new leads.
- Be the first point of contact for escalations.
- Be able to engage into technical discussions with the stakeholders (DevOps, IaC, DevSecOps).
- Work very closely with the offshore Program Manager on all aspects of the project.
- Should be able to understand the application and DevOps architecture at a high level to assess the complexity of customer issues.
- Create, maintain and institutionalize operational runbooks, SoPs, Knowledge base and hand-over process.
- Review all technical support-related processes and documentation for continuous improvement.
- Ensure support team goals and SLAs are met. Define and implement continuous improvement in SLAs.
- Assist in the creation of the team KPIs as well as monitor and report on results.
- Drive triage and reporting process.
- Guide and coach the team on efficient debugging and troubleshooting.
- Participate in timely resolving SEV1/2 incidents and responsible for sending regular status reports.
- Maintain best practices on managing systems and services across all environments.
- Maintain project data & ensure status reports are created regularly.
Job Responsibilities
- 8+ Years of experience in the IT industry with 4+ years as a support lead.
- Knowledge and experience in all Phases of Software Development Life Cycle (SDLC), Software Configuration Management (SCM), Continuous Integration (CI), Continuous Deployment (CD), Cloud Implementations and configurations.
- Experience with git workflows, and best practices of storing/managing infrastructure as a code in version control systems (including, but not limited to, Jenkins jobs, branching/merging, conflicts resolving, etc).
- Ability ideate and generate new revenue streams for GL.
- Ability to clearly communicate with Business representatives of the client, map technical factors to corresponding business outcomes
- Strong problem-solving and communication skills.
- Knowledge of common operating systems (Linux / Windows), networking, Azure infrastructure etc.
- Strong analytical skills to investigate and resolve customer issues/escalations.
- Experience of Service management and ticketing tools (JIRA/SNOW service desk), incident and problem management.
- Ability to work with offshore team to provide a seamless experience and meet customer expectations.
- Proven people management and leadership skills.
- Good knowledge of ITIL practices.
- Experience in supporting large enterprise systems and their DevOps systems.
- Able to multitask efficiently under time pressure.
- Hands-on experience on Azure Cloud Platform (especially Azure Framework and VM services, container-related ASK Services).
- Knowledge of shell scripting and automation.
What We Offer
Exciting Projects: Come take your place at the forefront of digital transformation! With clients across all industries and sectors, we offer an opportunity to work on market-defining products using the latest technologies.
Collaborative Environment: You can expand your skills by collaborating with a diverse team of highly talented people in an open, laidback environment — or even abroad in one of our global centers or client facilities!
Work-Life Balance: GlobalLogic prioritizes work-life balance, which is why we offer flexible work schedules and opportunities to work from home.
Professional Development: We provide continuing education classes, professional certification and training (technical, soft skills, language, and communication skills) to help you realize your professional goals. Being part of a global organization, there are additional learning opportunities through international knowledge exchanges.
Excellent Benefits: provide our employees with competitive salaries, health and life insurance, short-term and long-term disability insurance, a matched contribution 401K plan, flexible spending accounts, and PTO and holidays
About GlobalLogic GlobalLogic is a leader in digital engineering. We help brands across the globe design and build innovative products, platforms, and digital experiences for the modern world. By integrating experience design, complex engineering, and data expertise—we help our clients imagine what’s possible, and accelerate their transition into tomorrow’s digital businesses. Headquartered in Silicon Valley, GlobalLogic operates design studios and engineering centers around the world, extending our deep expertise to customers in the automotive, communications, financial services, healthcare and life sciences, manufacturing, media and entertainment, semiconductor, and technology industries. GlobalLogic is a Hitachi Group Company operating under Hitachi, Ltd. (TSE: 6501) which contributes to a sustainable society with a higher quality of life by driving innovation through data and technology as the Social Innovation Business.
