Technical Support Engineer - Customer Support Operations
AVEVA
Hyderabad, India
4d ago

AVEVA is a global leader in industrial software, driving digital transformation and sustainability. By connecting the power of information and artificial intelligence with human insight, AVEVA enables teams to use their data to unlock new value.

We call this Performance Intelligence. AVEVA’s comprehensive portfolio enables more than 20,000 industrial enterprises to engineer smarter, operate better and drive sustainable efficiency.

AVEVA supports customers through a trusted ecosystem that includes 5,500 partners and 5,700 certified developers around the world.

The company is headquartered in Cambridge, UK, with over 6,500 employees and 90 offices in over 40 countries. Learn more at www.aveva.com.

We take pride in our core values and the diversity of our people, valuing the unique experience and expertise that people from different backgrounds bring to our business.

At AVEVA, we’re all about Limitless possibilities. Are you?

Job Purpose

AVEVA is a leading engineering software company. Products are licensed based; our solutions are designed to run On-premises and Hosted (both SaaS and Managed Service).

The purpose of this role is to be part of a 24x7 support team providing customer facing support. The team are responsible for monitoring application and infrastructure (AWS) processes within a managed environment hosting SaaS and customer implementations of AVEVA products and responding to issues to ensure they are progressed appropriately.

The team also provide support for AVEVA Licensing and a basic level of support for AVEVA Products.

Role Description :

  • Provide a solid technical understanding of Networking and Hosting technologies and solutions.
  • Provide on-going customer and operational support to ensure stable, secure running of AVEVA Cloud operational and support services, as defined by service measures.
  • Point of contact for requests and support incidents for external and internal customers.
  • Perform service health / capacity checks.
  • Respond to automated alerts by defined action either technical response, further checks or escalation via document.
  • Monitor emails & Helpdesk queues for incoming support requests, respond and act accordingly.
  • Work with development teams on upcoming releases and changes to ensure smooth planning and implementation.
  • Manage relevant security patches oversee internal, external communication and applying as per agreed schedule and processes.
  • Deliver support and service solutions to customers in line with ITIL and / or industry best practice
  • Ensure operational procedures and practices are well defined, documented and consistently applied
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