Backup & Storage Admin EMC Avamar -L3 support

at Infinite Computer Solutions

• Experience working on Java web applications
• OOP techniques
• Coding standards (Variable naming, use of classes)
• Understanding of JavaDoc for creating documentation
• Experience with relational databases such as MySQL
• Experience with Github
• Spring Boot advantageous
• Clear, understandable English skills detrimental for this position
• Understanding of web concepts: DNS, SSL, Cloudflare
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software (eg. Zendesk)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal

Responsibilities:

• Directly manage a team of Technical Support Engineers, guiding and prioritising their work and ensuring the team has the appropriate tools and training to provide world-class support
• Handle support escalations and assist with troubleshooting and triaging incidents
• Manage and update the technical knowledge base
• Ensure incoming chats, emails, tickets, and calls are handled with the highest level of quality and efficiency
• Improve tools and processes to enable us to deliver support at scale
• Develop and execute action plans that contribute to the team's and company's OKRs
• Foster an environment of inclusion and diversity,

Requirements:

• Bachelor's degree or equivalent experience in Computer Science or Information Technologies
• Strong written and verbal skills and the ability to communicate effectively with customers
• Exceptional analytical, strategic, and problem-solving skills
• System integration, Linux troubleshooting, and SQL experience is required
• Understanding of application components and functionality; i.e. relational databases, NoSQL databases, web servers
• Experience with SaaS, data management/BI products

• Acknowledge an incident and track tickets until successfully resolved.
• Do log analysis and data analysis to understand the problem and find the root cause.
• Proactive monitoring of systems and communication with customers regarding any variance in service levels.
• Technical software engineer work includes skills like XML, Linux commands (split, cat, telnet, grep, WC), and configuration.
• Gather and analyze information about the user's issue and determines the best way to resolve their problems.
• Log, categorize, prioritize, track, and route incidents reported by users or alarms raised by monitoring tools.
• Ultimately, you will be a person our customer's trust. They will rely on you to provide timely and accurate solutions to their technical problems.
• Should have sound knowledge of SQL database and Linux commands

Desired Candidate Profile:

• SQL Knowledge, Shell Scripting Knowledge
• Strong written and verbal communication skills.
• Good database SQL knowledge including the ability to write and execute complex queries.
• Experience in Linux/Unix (Commands) and Windows Environment.
• Good Aptitude and Problem solving skills.

JOB DESCRIPTION:

1. Dossier preparation, review submission in ACTD/ CTD/ Country Specific format for Product registration for local and export to ensure error free timely submissions as per marketing Dept. timeline.
2. To evaluate respond to any regulatory query, customer requirements that may arise from health authority so as to satisfy the query. Ensure accurate and timely responses to queries.
3. Review technical documents like process validation, AMV, Stability and composition etc, labeling, batch records, specification sheets or test methods for compliance with applicable regulations and policies.
4. To Co-ordinate / to visit with respective dept. in HO / Plant / ADL / R D for documents samples required for dossier / registration purpose. Co-ordination with API / PM vendors to resolve technical quires w.r.t. regulatory requirements.
5. Artwork Checking development for registration and commercial purpose as per regulatory requirement Ensure that all product artwork is updated when necessary and submitted in correct format and subsequent approved artwork is accurately recorded and communicated. Handling local FDA, DCGI and regulatory related activities.
6. Ensuring accurate recording and communication of regulatory submissions, correspondence with authorities and final approval to facilitate compliance.
7. Carrying out any task delegated by Export Manager which contributes to overall running of the Export Department and assisting Export Manager in marketing business development activities. Participate in training activities for career development to attain a high level of competency in all aspects of regulatory affairs. Maintain current knowledge base of existing and emerging regulations, standards or guidance documents.

Screen-Magic is publisher of #1 business texting application on Salesforce & Zoho platforms. We are revered for our great customer support. Current high quality customer support is helping us growing well and to retain our leadership position in the market. With growing business, We have decided to expand our Customer support team. We are looking for a Customer support manager who can lead, manage and scale our support team, with goals of high performing customer support team.

Skills:

• Very good communication skills
• Experience of managing customer support team of atleast 10 members for international customers.
• Good Customer facing skills
• Good experience of managing teams
• Good technology background required for understanding complex technology issues.

Responsibilities:

• Setup, Manage customer support team, Setup KRA, SLAs using fresh desk like customer support tools.
• Keep your team motivated.
• Keep tab on all issues which are reported by various sources
• Keep in touch with Product team for new releases and training teams according to their responsibility
• Check quality of customer support tasks and plan the trainings & reinforcement sessions for improving in general customer support quality
• Report to management about customer success reports
• Invent/discover new channels and method to improve customer success
• Manage  budgets of Customer support team requirements
• Take care of hiring and retaining customer support teams
• Do upkeep of tools used for Customer success such as fresh desk, chat etc.

Information Security Responsibilities:
You are responsible for protecting the information resources to which they have access. Your responsibilities cover both computerised and non-computerised information and information technology devices (paper, reports, books,  recordings, computers, removable storage media, printers, phones, fax machines, etc.) that they use or possess.  You Must follow the information security practices set by the ISO, as well as any additional departmental or other applicable information security practices.You are expected to adhere to all Screen-Magic policies and exercise good judgement in the protection of information resources. 

SHIFT : US Shift