Job Description

Company Description
At Altisource (NASDAQ: ASPS) we build world-class technologies and services for the mortgage and real estate industry and are well poised to help revolutionize how homes are bought, sold, and managed. In the US, we partner with 7 out of the top 10 mortgage servicers, operate one of the top three real estate auction websites, and manage a cooperative which represents a 15%+ market share of the $1.8tn US Originations market. Altisource\xe2\x84\xa2 is a high-energy, rapidly growing technology and services provider that is changing the way companies conduct business. Altisource\xe2\x80\x99s Software and Technology segment is responsible for incubating and launching market disruptive solutions that apply our core technologies and intellectual property including business process optimization platforms, advanced decision models, consumer sciences, and business intelligence systems into market-leading software applications and services. This is an opportunity to become a critical member of one of Altisource\xe2\x80\x99s incubated software technology organizations and to participate in the development and launch of a new product concept. We are looking for top candidates who are passionate about creating great software that delivers significant market value. This is the opportunity to work among some of the industry\xe2\x80\x99s top names working on some of the most challenging technical problems.


We are looking for an experienced, brilliant and technical Senior Software Engineer, reporting to Product Support Manager, Product Support. If you are up for the challenge, keep reading! As a member of the Product Support team, you will be engaged in supporting our B2C platforms to ensure that our customers get the best home buying/selling/renting experience. You will provide your technical know-how and experience in managing the uptime of the website at all times. You will focus on delivering top notch service to customers by resolving their issues proactively while keeping the customers fully updated at all times. You will be a part of the team that is committed to contribute to customers\xe2\x80\x99 success at all times.
WHAT YOU\'LL DO:

• Handle production incidents in an effective manner and provide quick turnaround to customers
• Communicate adequately with customers to keep them informed on the status of their tickets at all times
• Co-ordinate with internal stakeholders such as QE, Product Management, Infrastructure support and Release management teams to deliver solutions to customer requirements
• Work as a team player to contribute to the overall operational success of the team by being flexible to work in shifts and weekend on call support activities
• Document all the customer interactions and technical investigations in the ticketing system at all times
• Represent team in audit reviews, change advisory calls, business continuity programs such as Disaster Recovery exercises
• Execute IT application support activities. Envision and support adherence to best practices and standards
• Responding promptly to application alerts and issues.
• Level-2 Troubleshooting Applications / Infrastructure issues within benchmarked SLA\xe2\x80\x99s
• Responsible to report production impact details and able to elaborate to the management.
• Adhere to standards and processes for incident resolution.
• Maintain production support run books for each application.
• Analyze and drive to RCA (Root Cause Analysis).
• Assist in testing and monitoring systems changes implemented.
• Ensure compliance with Client policies and procedures.
• Provide appropriate status updates and track assignments on routine basis
• Level-3 responsibilities for identifying defective behavior within supported applications and work with the appropriate development team to identify root cause and communicate with end-users on the delivered solution. In addition, will need to coordinate with the application development team(s) on the release of hotfixes, features and functionality to supported applications.
• Will perform release migration steps to Production environments as documented in the release plan.

Key Result Areas:

• Incident SLA fulfillment >= 95%
• Improve incident resolution time by reducing kickbacks to less than 10%.
• Maintain Application Uptime >= 99%
• Performance (Avg response time =< 3 secs for 90% of transactions) SLA > 97%

Qualifications

• You are a BE/ B.Tech/MCA graduate in Computer Science, Computer Engineering, or other Engineering streams.
• 4 - 7 years of overall experience in Level 2 application support of applications using Java / J2EE, Oracle / MySQL.
• Experience working with Application Servers (Tomcat / JBoss / WebSphere/WebLogic).
• Good hands on experience on UNIX / Linux, Shell scripts.
• Experience in resolving complex technical issues in a Linux/Java/MySQL based platform
• Working knowledge on Cloud technologies.
• Experience in application monitoring and performance monitoring using standard tools. Experience with tools such as AppDynamics, Splunk etc.,
• Excellent written / verbal communication skills and excellent technical troubleshooting skills
• Prior production / product support experience is a must
• Working knowledge of the residential mortgage industry would be an added advantage
• Ability to quickly learn and stay current with new technologies, product features and their architecture
• Ability to work in a high-paced dynamic environment with broad level requirements, deadlines, pressures etc.
• Highly motivated, a Go-Getter who needs very little or no supervision
• Willing to work in flexible shifts (Day / Night) as required.

Additional Information
All your information will be kept confidential according to EEO guidelines.