Engineering Lead

Job Summary:

We are looking for a highly motivated and skilled Service Desk Analyst with expertise in call handling and ticket management. The ideal candidate should possess strong troubleshooting skills, experience with ITSM tools, and familiarity with US customer support in a 24x7 operational environment. Retail domain knowledge and certifications such as ITIL, Google, or AWS will be an added advantage.

Key Responsibilities:

• Handle inbound calls and manage IT service requests and incidents efficiently

• Create, update, and resolve tickets using tools such as ServiceNow, BMC Remedy, etc.

• Provide support for client environments including AVDI, Citrix, and Windows-based systems

• Perform basic Windows OS and network connectivity troubleshooting

• Update and maintain Knowledge Base (KB) articles

• Ensure shift adherence and active participation in shift handovers and team huddles

• Collaborate with cross-functional teams for issue resolution

• Support retail technologies such as POS systems, pin pads, MDM, and virtual interfaces

• Maintain high levels of customer satisfaction through professional communication and timely resolution

Required Skills:

• Proven experience in a service desk/call center role handling US customers

• Hands-on experience with ITSM tools like ServiceNow, BMC Remedy

• Familiarity with Citrix, AVDI, and Windows troubleshooting

• Basic understanding of network connectivity (LAN/Wi-Fi/IP-related issues)

• Excellent verbal and written communication skills

• Ability to work in a night shift and rotational 24x7 schedule

• Strong team collaboration and time management skills

We are seeking a skilled and experienced Performance Test Engineer to join our QA team. The ideal candidate will have 3–6 years of hands-on experience in performance testing of web and backend applications. This role requires expertise in tools like JMeter, LoadRunner, or Gatling, along with experience in analyzing performance metrics and identifying system bottlenecks. The candidate should have strong analytical thinking, a proactive approach to problem-solving, and the ability to collaborate effectively in a fast-paced development environment.

Key Responsibilities:

• Design, develop, and execute performance test plans and scripts for web and backend systems.
• Use tools like Apache JMeter, LoadRunner, or Gatling to simulate real-world load and stress conditions.
• Monitor and analyze server performance metrics (CPU, memory, database usage, response times) during test executions.
• Identify performance bottlenecks and work closely with developers and infrastructure teams to resolve them.
• Create comprehensive test reports and present results to stakeholders with clear insights and recommendations.
• Review business requirements, technical documentation, and user stories to derive performance testing needs.
• Automate performance test scenarios for continuous performance validation in CI/CD pipelines.
• Contribute to the improvement of testing strategies and performance testing best practices.

Must-Have Skills:

• 3–6 years of experience in performance testing and engineering.
• Hands-on experience with JMeter and/or LoadRunner for designing and running performance tests.
• Strong knowledge of HTTP protocols, thread modeling, and system tuning.
• Experience in analyzing test results, logs, and system monitoring tools (e.g., Grafana, Kibana, New Relic, or AppDynamics).
• Ability to simulate and validate load, stress, soak, and spike testing scenarios.
• Familiarity with scripting languages (e.g., Groovy, Java, Shell scripting).
• Strong problem-solving and root cause analysis skills.

Good-to-Have Skills:

• Experience integrating performance tests into CI/CD pipelines (Jenkins, GitHub Actions).
• Basic knowledge of Java, API testing, or tools like Postman.
• Experience with cloud-based performance testing (e.g., BlazeMeter, AWS CloudWatch).
• Familiarity with service virtualization tools and mock servers.

HIRING PROCESS:

Once you apply by sharing your CV and filling out the form, we would see if you are a good fit for the role.

If your CV is shortlisted, we would first have a general conversational round to know more about you which would then be followed by video discussion, technical interview round(s) and then an HR discussion.

Job Overview:

A Desktop Support Engineer is responsible for providing technical assistance to users, troubleshooting hardware and software issues, and ensuring the smooth operation of computer systems. They install, maintain, and support IT infrastructure, including desktops, laptops, printers, and network devices.

Key Responsibilities:

• Technical Support: Provide first-level support for hardware, software, and network issues.
• Installation & Configuration: Install, configure, and maintain desktops, laptops, operating systems, and applications.
• Troubleshooting: Diagnose and resolve system errors, application failures, and connectivity issues.
• Network Support: Assist with basic networking issues such as internet connectivity, VPN setup, and LAN/Wi-Fi troubleshooting.
• Security & Updates: Ensure system security by updating antivirus software, installing patches, and following IT security protocols.
• User Assistance: Provide guidance and training to end users on IT best practices.
• Peripheral Support: Manage printers, scanners, and other office peripherals.
• Documentation: Maintain records of IT assets, support requests, and resolutions.

Required Skills & Qualifications:

• Education: Diploma/Bachelor’s degree in IT, Computer Science, or a related field.
• Technical Knowledge: Experience with Windows, macOS, Linux, Microsoft Office, and remote desktop tools.
• Networking Basics: Understanding of LAN, WAN, IP addressing, and DNS.
• Problem-Solving: Strong troubleshooting and analytical skills.
• Communication Skills: Ability to interact with non-technical users and explain solutions clearly.
• Certifications (Preferred): A+, N+, MCSA, CCNA, or other relevant IT certifications.

Work Environment:

• On-site or remote support depending on company policies.
• May require flexible hours or on-call support for urgent issues.

• Advise and discuss with the team on the architecture and requirements.
• Bring your experience for mobile User Experience.
• Set up actions to ensure high level of quality and satisfaction
• Build and maintain efficient and reliable code.
• Support continuous improvement by investigating alternatives and technologies.

• Bachelor’s Degree in Informatics Engineering or similar
• Minimum of 4+ years work experience in similar roles
• Strong knowledge in Front-end frameworks (React Native)
• Strong knowledge in the mobile language (swift, objective-c, java, kotlin)
• Experience in unit testing and TDD.
• Advance knowledge in using testing frameworks ( Karma, Jest, Appium, Cypress ).
• Experience with Agile Methodologies (Scrum, Kanban)
• Experience in CI/CD
• Having a coaching profile, good communication skills is crucial to ensure good exchange and sharing of information within and outside of the train
• Being able to provide based on the audience synthetic or detailed information is mandatory
• Being curious to continuously learn and being a leader in your domain of expertise
• Immediate or very low availability
• Fluent in English - written and spoken (mandatory)

Desired Candidate Profile

• 3+ years of overall experience in marketing (Must have worked either in Ecommerce, Edtech, Healthtech, Fintech or any other B2C app based company)
• 2+ years of experience in engagement & retention domain
• 1+ year experience of working on engagement & retention tools like WebEngage/ MoEngage/ CleverTap is a big plus
• Excellent analytical skills and a high degree of business acumen
• Strong organizational, communication and presentation skills
• Proven ability in handling concurrent projects with attention to detail and accuracy
• Understanding of Google Analytics and AppsFlyer (Mixpanel knowledge is a big plus)    

Role:-ArcGis Enterprise Support

Location:-Thane

JD:-