NEC Software Solutions (India) Hiring for Product Support Engineer at Mumbai, Maharashtra Full Time

Full Job DescriptionCompany Description

Company Description

NEC Software Solutions (India)

On 1st July 2021, Rave Technologies became NEC Software Solutions India. This change brought us under the global NEC Corporation brand. We are proud to be part of an organisation with 122 years of experience in evolution with technology and innovation.

We have more than 30 years of experience in providing end to end IT services across the globe and have earned a reputation for delighting our customers by consistently surpassing expectations and helping them deliver robust, market-ready software products that meet the highest standards of engineering and user experience. Supported by more than 1300 exceptionally talented manpower, we are a hub for offshore support and technology services.

We work with diverse industry verticals which include publishing, media, financial services, retail, healthcare and technology companies around the world. Our customers range from two-person startups to $bn listed companies.

For more information, visit at www.necsws.com/india.

About NEC Corporation

NEC Corporation is a Japanese multinational information technology and electronics company, headquartered in Tokyo, Japan. It is recognised as a ‘Top 50 Innovative Company’ globally and the NEC Group globally provides “Solutions for Society” that promote the safety, security, fairness and equality of society. Their main goal is to help create a safer society with their innovations in technologies.

NEC Corporation has established itself as a leader in the integration of IT and network technologies while promoting the brand statement of “Orchestrating a brighter world.” NEC enables businesses and communities to adapt to rapid changes taking place in both society and the market as it provides for the social values of safety, security, fairness and efficiency to promote a more sustainable world where everyone has the chance to reach their full potential.

For more information, visit NEC at https://www.nec.com.

Job Description

The core responsibilities of the role will be to:
● Work to ITIL aligned support process procedures
● Responsible for providing software application support
● Manage and work through call lists to ensure contractual SLA targets
are met
● Triage incoming support incidents
● Own and undertake the investigation of complex application

incidents:
○ Recreate scenarios on internal test environments to provide
evidence of defects
○ Identify and document workarounds
○ Work within contractual SLAs
○ Work closely with other NPS Teams (Product specialists,
development, and implementation) and 3 rd parties

● Support product and patch deployments
● Work under very high pressure to investigate and resolve Major
Incidents as quickly and efficiently as possible
● Participate in an Out of Hours on call rotation

Qualifications

Bachelor’s Degree or equivalent in Engineering

Additional Information

Required to work in Jamaica Business Hours- 09:00 to 17:30 EST (19:30 to 04:00 IST) Mon-Fri
excluding Public Holidays in Jamaica and OOH calls.
Candidates should hold or be able to demonstrate the following qualifications and experience:

● Excellent English Vocabulary – Speaking and writing skills
● Public sector knowledge specifically around the UK Police Forces
● Experience of working with software applications either in a support or development role
● Experience of working within a structured process driven environment
● ITIL V3 Foundation certification (minimum)
● Exposure to SIAM- desirable not essential
● Experience of development & delivery of Service Improvement Plans
● Experience of working with Mission Critical applications
● Knowledge of the various technologies used to deliver services
● Experience of using call tracking/Management system
● Exposure to following is not mandatory but would be beneficial:

○ Windows/UNIX/Linux environments
○ Solaris Servers
○ Java programming
○ Uniface
○ Ensemble
○ Microsoft .net
○ SQL
○ Oracle
○ jetnexus
○ Javascript
○ HTML
○ Active MQ
○ Docker

Candidates should be able to demonstrate that they are:
● Self-motivated with a desire to learn and enjoys helping people
● Logical when problem solving and able to think laterally
● Capable of communicating to technical and non-technical staff unambiguously at all levels
● Patiently dealing with users who are often be frustrated by the problem they are
experiencing
● Proactive and forward thinking
● Flexible – incidents can occur any time of the week, day/night
● Persistence – defects are not always easy to track down!
● Willing to challenge and improve existing processes and practices
● Capable of multi-tasking and balancing complex customer and internal priorities
● Able to concisely and clearly communicate, using an excellent level of English, both
verbally and in writing