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Department Name Global Services
Group Name Product Support Services - Technology Infrastructure Support (TIS)
Reporting To Technology Infrastructure Support Group Manager
Scope of Role Technical leadership responsibility for product and infrastructure support
within the Product Support Technology Infrastructure Support Group.
Key Responsibilities New Product and Technology Introduction
· Produce and execute project plan for the introduction of new products
and technologies;
· Work with Product Development to become Product Support Services
Subject Matter expert;
· Organize training for the remaining PSS staff.
New Tool/Utility Introduction and Support
· Develop new PSS tools/utilities to make PSS more efficient and
productive;
· Review supportability requirements for products.
Problem Management & Resolution
· Provide Product Support Services Front Line Support (FLS) staff
technical assistance, when consulted, in order to resolve simultaneous
problems experienced by internal and external customers with the
Syndesis product line, and associated technologies such as Solaris,
Informix, CORBA, etc;
· Assist FLS to handle technical escalations of customer issues.
Release Management
· Capture and store software releases, including patches;
· Deliver software shipments reliably and on time, with quality.
Relationship Management
· Proactively developing effective relationships with FLS, Product
Development staff and Managers.
Software Problem Tracking
· Ensuring that the ticket tracking system is current, with clear, concise
and technically accurate updates;
· Ensuring that the timelines for resolution of software defects match
customer expectations;
· Interacting with the development teams to ensure that software defects
are patched and delivered as required.
Strategy & Planning
· Assist with the vision, strategy, planning, and communication of Product
Support Services activities.
Other
· Assisting the Technology Infrastructure Support Group Manager with
other responsibilities, projects, and activities as required;
· Ability to work with minimal supervision.
Experience Required · 5+ Years of technical experience in complex I.T./Telecommunications
environments;
· Demonstrated experience positively interacting with high profile
customers in a high stress/demand environment.
Technical Skills Required Communication
· Excellent written communications in English;
· Ability to transform Product Development documents into clear, correct
and concise information for the remaining PSS staff.
Core I.T./Telcom Technologies
· Applied technical understanding of relevant I.T./Telecom technologies;
· Ability to install, administer and troubleshoot relevant operating
systems (Solaris and Windows), the Syndesis Product Line and
databases (Informix).
Telecommunications Networks and Network Management
· Ability to quickly develop an understanding of the principles of data
communications technologies, including ATM, Frame Relay, xDSL,
SONET/SDH and IP;
· Ability to quickly develop an understanding of Service Provisioning and
Inventory OSS’s.
Other Relevant I.T./Telecom Technologies
· Understanding of the concepts of relevant I.T./Telecom technologies
including SNMP, TL1, Q3/CMIP and leading middleware technologies
such as Vitria, Tibco, etc.
Other Relevant Assets
· Some software development experience using OOD methods in a Unix
environment using C++/Java;
· Unix scripting and development tools;
· SQL database experience;
· Experience with web and application servers: Apache and Tomcat;
· Strong debugging and troubleshooting skills;
· Strong analytical skills;
· Strong teamwork and leadership abilities.
Training/Qualifications
Required
· Bachelors/Masters degree in Engineering/Computer
Science/Mathematics or related fields.
Productivity Skills Required High proficiency with:
· Unix
· RDBMS
· E-mail (MS Outlook)
· MS Office (Word, Excel, PowerPoint)
· MS Access & Crystal Reports
After Hours Support Syndesis provides 24x365 support to our customers for critical issues and
therefore must be available, via cell phone, during weeknights, weekends
and statutory holidays. On-call shifts are assigned on a weekly rotational
basis and compensation is received for after-hours shifts that are assigned.更多精彩文章及讨论，请光临枫下论坛 rolia.net