Scope and Purpose:
Implement software packages at customer sites
Respond to and troubleshoot all customer software issues for G+D SWS products.
Ensure that all issues are resolved to the customer satisfaction within the contracted SLA times. Provide onsite assistance as required.
Technical Skills:
Installing, configuring and administering/managing IBM WebSphere Application Server 8.5 (WAS), Jboss EAP 6 and IIS
Proficient with war, ear application deployment in Java EE Application Servers environment.
Deep understanding of JDBC and JMS connection management within WebSphere, Jboss
Experience with .NET application installation and deployment
Configuring and integrating applications with database (MS SQL and Oracle), LDAP, Core Banking and 3rd party applications
Understanding of networking and network standards/protocols, such as DHCP, DNS, SSL, TCP, UDP, FTP, SFTP and IP.
Strong SQL and database (MS SQL 2012, Oracle 12C) administration (back-up/restore) skills
Key Result Areas & Responsibilities:
Document all issues in G+D's issue tracking system
Setup and configuration of test environment in order to duplicate issues
Responsible to troubleshoot and identify customer issues with the software and escalate to the R&D team if code changes are required.
Assist in the preparation of reports for customer communication
Establish and maintain excellent working relationship with all customers at all times
Keep up-to-date with technical and G+D product knowledge
Lead Implementation activities at customer site
Provide training on software as required
Create documentation (Support/Training) as required
Job Requirements:
Computer Science or related degree and 4+ years' experience in a customer support role and prior experience in banking or warehousing industry is desirable.
Excellent verbal, written communication and interpersonal skills are a must.
Strong analytical, problem-solving skills, ability for multitasking and good organizational skills.
Detail-oriented and persistent in execution and follow-up tasks and the ability to lead and work in a team environment.
Must conduct oneself in a professional manner at all times and utilize sound judgment in dealing with business information.
Flexibility to work long hours as necessary and able to handle high pressure in a professional manner.