GreyOrange Hiring for Senior Engineer – Client Assistance Cell Job at Gurgaon Full Time

At GreyOrange, we develop leading-edge fulfillment technology that gets the right product to the right place at the right time. In today’s age of immediacy, where customers expect to receive their order right away, retailers must take a completely new approach to compete. By leveraging AI, robotics and machine learning, GreyOrange transforms how businesses fulfill orders and keep promises to their customers. GreyOrange is a global company with core operations in North America, Europe, India and Japan.

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