Senior Staff TechOps And Support Engineer

Description

Sumerge’s Technical Support team sets new standards of customer experience. Through immense support and instant problem solving, our support engineers fulfill our customers’ desires by exploring new technology areas, products, and multi-technology solutions.

The Support team takes our deep technical expertise and tailors proficient solutions according to the clients’ needs and goals allowing them to grow and solve their biggest business challenges by getting the most out of our offerings.

Ultimately, you will be a person our clients trust. They will rely on you to provide timely and accurate solutions to their technical problems.

Responsibilities

• Manages team resources efficiently in line with business needs and client demand.
• Meets agreed service levels by leading a team of technical support analysts in the provision of high-level technical support to clients.
• Understands the complexity of escalated technical problems in order to properly allocate resources.
• Implements solutions in the most cost-effective manner.
• Develops and coordinates the team rosters to ensure the availability of requisite resources and ensures that employee productivity is enhanced.
• Ensures the dispersal of pertinent information to Technical Support staff regarding products, services, and clients.
• Identifies training needs within the team and ensures individual development improves team and individual performance.
• Manages clients’ expectations and escalates critical situations to management.
• Monitors and maintains technical support policies and procedures.
• Facilitates higher morale and productivity within the technical support team.
• Ensures accuracy and quality of work and encourages innovative action.

Requirements

• 7+ years of experience in technical application support or technical implementations.
• Bachelor’s degree in Computer Science or equivalent education in a related discipline.
• Proven experience in RDBMS administration, especially Microsoft SQL Server, including log analysis and query handling.
• Troubleshooting performance issues in application, database, network, and OS layers.
• Having a programmer's mindset; Java knowledge is a plus.
• Worked on different operating systems (Windows, Linux, etc.).
• Application server knowledge and troubleshooting; WebSphere knowledge is a plus.
• Ability to troubleshoot and analyze networked environments.
• Experience in clustering and/or replication is a plus.