Job Description

Experience required:

8 + years

Role: Cloud Expert Support (Level 3)

Requirements:

1. Mandatory to Have experience into Product support: Analyze Issue and Logs, Debug , Provide Root cause analysis(RCA).

Mandatory - Provide immediate fix which could be a work around, a temporary fix or a final solution to the customer.
Liaison with Engineering and Backend teams to work on permanent solutions to customer issues when required

2. Good understanding of Java based web applications (Not mandatory to have Development experience)

3. Mandatory - Trouble shooting experience on Apache Tomcat & web applications.

4. Mandatory to Have Customer centric mind Set.

5. Understanding AWS /Azure Microservices architecture for web applications

6. Good to have Basic understanding of API Management

7. Good to have experience on application/service monitoring tools -Dynatrace, AppDynamics, OpenTelemetry

8. Basic understanding of Networking concepts.

9. Good to have exposure on Incident Management tools(Jira Service desk, Remedy, Salesforce)

10. Excellent written & Oral communication

Mission / Responsibilities:

• Investigate and understand requests from front office support teams facing

Schneider Electric Customers worldwide.

• Reproduce, Analyze and validate the problems and be able to identify the scope

and category: global versus local, software versus data, lack of knowledge from

users, etc

• Provide immediate fix which could be a work around, a temporary fix or a final

solution to the customer.

• Liaison with Engineering and Backend teams to work on permanent solutions to

customer issues when required.

• Follow up SLA (service level) for cases in scope

• Analyze application monitoring alerts & analyze if application/service is down & work towards resolution

• Build a Knowledge base for software under responsibility and publish FAQ,whitepapers, etc.

• Training L1/L2 teams on usage & support of application

Schneider Electric