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Description: L3 Technical Operations Job Purpose: Handle complex technical support requests from Enterprise Travel customers. Monitor and support internal environments, applications and tools. Handle first level technical escalations as part of a support desk. Job Responsibilities: . Process support requests from customers, via email and telephone . Follow documented process flows and playbooks to resolve customer issues . Utilize debugging tools to triage partner issues autonomously . Accurately maintain case management system, and record status of work . Write code snippets under supervision . Respond to technical alerts, and troubleshoot as necessary . Identify when cases require escalation, and engage with higher support tiers to handoff cases . Identify opportunities for process improvements . Provide advanced technical troubleshooting of customer issues, including networking, and integration . It may be required to work with cross functional teams spread across multiple geographies . Provide mentoring and support to junior resources where appropriate Skills/Qualifications: . Technical support experience, preferably in Enterprise software, or the travel industry . Domain expertise - Contact center, Services, Tech Trouble shooting etc . System Administration experience . Expertise in web technology and protocols (HTTP, SSL, XML, FTP, etc) . Basic networking expertise and troubleshooting . Medium to advanced linux skills . Shell scripting experience . Experience reading, writing and troubleshooting at least one of Perl or Python . Experience with version control . Ability to read and construct XML . Familiarity with the Xymon open source product nice to have. . Strong analytical, troubleshooting and problem-solving skills . Strong attention to detail, and ability to follow processes . Strong English oral and written communications skills to interact with customers and internal stakeholders . Proven ability to manage conflicting priorities under guidance . Experience working with teams in different timezones a plus . Experience documenting support workflows and processes . Development experience a plus . 3-5 yrs of experience providing technical support and environment support -- Thanks Sim June *BRMS-INC* *609-770-4148* Blog: http://simjune.blogspot.in/ -- You received this message because you are subscribed to the Google Groups "MCMS" group. To unsubscribe from this group and stop receiving emails from it, send an email to mcms+unsubscr...@googlegroups.com. To post to this group, send email to mcms@googlegroups.com. Visit this group at http://groups.google.com/group/mcms. For more options, visit https://groups.google.com/d/optout.
