We apply modern thinking and technology to solve today’s fulfillment challenges – and we’re looking for modern minds to join us.
About our solutions
GreyOrange technology specializes in bringing warehouses, distribution centers, and fulfillment centers into the future. Our AI-driven GreyMatter™ Fulfillment Operating System and Ranger™ robot series are a combined solutions that continuously prioritize decisions and workflows to efficiently orchestrate tasks, time and teams of people and robots for optimum performance across a distribution center. Real-time data is fed into always-solving algorithms that calculate each next-best decision, whether solving for every-day performance or solving for peak period commitments. The result is a fast, agile and precisely tuned operation that equips our customers to perpetually meet the what-when-where expectations of their customers.
Equal Opportunity Employer
Grey Orange Inc. is an equal employment opportunity employer. The company’s policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, veteran status, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Grey Orange also prohibits harassment of applicants or employees based on any of these protected categories.
Senior Engineer – Customer Assistance Cell
Location: Gurugram
Grey Orange seeking a talented and motivated engineers to be part of our world class Customer Assistance Cell operations. As a CAC Senior Engineer you will be part of the Client Service team of Grey Orange and are responsible to provide Incident Management, Problem Management and Data analysis as per decided SOPs and to ensure ticketing process compliance;
Responsibilities:
Should follow the standard pre-decided SOP to resolve and close level 0/1 issues on the first call.
Should capture all necessary data and specific details when transferring a ticket for L1/L2 support.
Should ensure TAT is met as per committed SLAs.
Should support CAC manager in ensuring least possible breakdown issues/tickets are being transferred to L2.
Should ensure tickets are being generated and relevant details are being captured for every planned or unplanned activity performed at client site.
Should ensure timely and effective action as per decided workflow basis priority and severity for each ticket
Should ensure requisite internal/external escalation basis priority, severity and expected/elapsed resolution time
Should ensure client satisfaction feedback is taken and captured for every ticket
Should prepare and deliver regular productivity and performance reports to all clients as per decided schedule basis AMC
Should ensure all relevant site specific documentation is captured and maintained in a systematic manner across all clients
Should support CAC manager in creating and monitoring reliability and stability metrics for each installation
Should support CAC manager in developing frameworks to predict potential failures based on past issues
Should Monitor proactive alerts in dashboard and ensure that the same is timely communicated and resolved through L1/L2 engineers
Should act as a shift lead and ensure all the process task are completed per defined SOPs in a timely manner
Should be auditing the work performed by team, ensuring errors are removed and notified
Should identify improvement aspects, and to own and drive the same
Should be able to manage escalations and lead the related communications
Should be able to learn fast and provide training to team members
Should be documenting and managing team SOPs
Should be able to manage regular reporting aspects
Should ensure personal and team KPIs are meet consistently
Requirements:
Any Graduate Engineer with 2 – 5 years experience as NOC Engineer / Incident Engineer / Service Desk associate at reputed B2B support / NOC team / Telecom
Good analytical & problem solving skills, open to work in 24×7 shifts
Basic understanding of Linux, Microsoft OS & communication protocols
Excellent oral and written communication skills in English
Past experience in working on JIRA/SNOW ticketing tool will be an advantage
Past experience in working on excel and reports will be preferred
ITIL Certification will be an advantage