Amazon Web Services (AWS)Technical Assistance Centre (TAC) provides 24/7 support and related services for Apoyar customers
under support contact agreement. including support for the full eCommerce application stack,
infrastructure and cloud AWS and Azure environments through to end user devices and productivity
applications. The TAC also supports and maintains Apoyar’s internal infrastructure, systems and
business applications. The technical and application support engineers within the TAC deliver support under a tiered
support model within a DevOps environment. The TAC engineers will also interface with Software
Development resources, as a resolver group, for support requiring application development and bug
fixes. As the single point of contact for customer support, the TAC provides first-level monitoring, event
and Service Desk functions backed by technical and application support engineers who provide
second and third-level support and systems management and administration. The Support Manager will lead the Technical Assistance Centre (TAC) and the team Technical
Support Engineers located in India. The purpose of this role is to facilitate the operational delivery of
support services in a consistent and structure approach defined in the service management
methodology (based on ITIL principles) and according to documented policies, processes and
procedures.
KEY AREAS OF RESPONSIBILITY: Manage delivery of support services team according to service management plans, methodology, processes and client engagement models. Ensure support is delivered to the client according to their contract support agreements.
Including overseeing delivery of support from any contracted third-party providers under
management. Maintain client data in accordance with internal policies, specifically Information Security
Management, GDPR Compliance Statement and Privacy Policy, by adhering to the business
requirements for securing information and the ensuring customer data is protected. Organise support staff resourcing and rostering according to plans and necessary to meet
demand. Ensure support team log all customer interactions correctly into A1 service management
platform and kept up to date. Monitor support team queues and ensure open tickets progress and service level targets are
being measured and achieved. Ensure service is delivered through an efficient tier 1, 2 and 3 support model with levels
performing agreed level of tasks.
Build learning into and develop knowledge of team to ensure jobs are not routed to next level
when they shouldn’t. Manage internal systems and platforms to ensure they have support and maintenance plans in
place, regular checks are performed that systems are running, and data records maintained. Manage the onboarding of new customer data (i.e. configuration records) into necessary
support systems ready for production support. Ensure old customers are exited. Escalate any day to day operational issues with support staff to direct manager, and systematic
support issues with service management methodology, policies, processes and procedures to VP, Global Services for ongoing management and service improvement.
EXPERIENCE/SKILLS:
Person doesn’t need to be highly experienced management guru, just enthusiastic and detail
oriented/process driven person we know will be on top of team to deliver, build, grow and get
better each day. Need understanding of ITIL fundamentals, Service Desk, Service Request, Incident and Change
Management principles etc.
Subodh Popalwar
Software Engineer, Memorres
About apoyar
Similar jobs
Customer Support at Contlo
Contlo is a pioneering AI native marketing platform that empowers modern, fast-growing businesses to leverage their brand's generative AI Model for end-to-end marketing optimization. Our platform enables businesses to drive customer retention through personalised campaigns and automated customer journeys across various channels, including Email, SMS, WhatsApp, Web push, and Social media.
With Contlo's Brand AI ModelTM, businesses can orchestrate all their brand marketing activities by generating personalised marketing creatives and copies, creating behaviour-based customer segments, and auto-generating customer journeys. As the Brand AI ModelTM is utilized, it continuously learns, improving marketing outcomes and enhancing sales performance.
At Contlo, we are looking for a Customer Support Specialist to assist our customers with technical problems when using our products and services.
Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To succeed in this role, you should be an excellent communicator who can earn our clients’ trust. You should also be familiar with help desk software.
Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.
Responsibilities-
- ● Respond to customer queries in a timely and accurate way, via phone, email or chat
- ● Identify customer needs and help customers use specific features
- ● Analyze and report product malfunctions (for example, by testing different scenarios or
- impersonating users)
- ● Update our internal databases with information about technical issues and useful
- discussions with customers
- ● Monitor customer complaints on social media and reach out to provide assistance
- ● Share feature requests and effective workarounds with team members
- ● Inform customers about new features and functionalities
- ● Follow up with customers to ensure their technical issues are resolved
- ● Gather customer feedback and share with our Product, Sales and Marketing teams
- ● Assist in training junior Customer Support Representatives
Requirements and skills-
- ● Experience as a Customer Support Specialist or similar CS roles
- ● Familiarity with our IT SaaS industry is a must
- ● Experience using help desk software and remote support tools
- ● Understanding of how CRM systems work
- ● Excellent communication and problem-solving skills
- ● Multi-tasking abilities
- ● Patience when handling tough cases
- ● B.Tech/BCA degree
Overall responsibility:
- Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
- Establishes performance metrics for customer service representatives. Establishes service levels and requirements for the department.
- Develops and implements methods to record, assess, and analyse customer feedback.
- Develops and implements training and quality assurance programs for new hires and experienced employees.
- Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention. Acts as a liaison between the customer service department and other divisions in the company.
Day to day responsibilities :
- Managing the customer support department’s day-to-day functions. Responding to escalated customer support issues.
- Implementing customer support processes to enhance customer satisfaction.
- Formulating and revising customer support policies and promoting their implementation. Informing the team of all new information related to products, procedures, and trends.
- Assessing support statistics and preparing detailed reports on the findings.
- Interviewing and hiring new employees. Overseeing and evaluating the team's ongoing training efforts.
- Delivering performance evaluations and following the disciplinary process according to company policy. Managing the budget of the customer support department
Mandatory Certifications:
- ISO
- Six Sigma BB
Why Join Us :
1. Start-up Environment - Work with a passionate and energetic team that is driven by hustle, comradeship, and togetherness
2. Compensation & Benefits – Best-in-class salaries to highly competitive ESOPs along with great learning work environment, we offer you a place full of opportunities to customize your career trajectory
3. An Environment for Innovation - We create a culture for innovation by giving an employee the prowess to create, make and innovate.
4. We've got you covered - From medical insurance, well-defined policies to flexi WFH options, scrumptious lunch to some amazing learning and development sessions- we've got your back!
5. Cool Perks – Come and get to join us for in-house events, team outings, dinner catchups, and much more
Amazon Web Services (AWS)
KubernetesJob Description-
Responsibilities:
- Create blueprints for application deployment, build Terraform modules for infrastructure provisioning, and enhance security with automation tools like Harness and Flux.
- Work with cutting-edge CI/CD tooling and orchestrate deployment using AWS, Azure, Docker Swarm, and Kubernetes.
-Architect and deploy CI/CD platforms to facilitate rapid development and deployment cycles.
- Design and implement Kubernetes environments, API Gateways, and self-service portals.
- Evaluate and integrate third-party tools and services for improved CI/CD processes.
- Educate and lead a team of DevOps engineers in best practices and operational excellence.
- Employ SonarCloud for continuous code quality checks and JMeter for application performance testing.
Qualifications:
- 7+ years of experience with architecting and deploying applications on AWS or Microsoft Azure.
- Proficiency with CI/CD tooling such as GitHub, GitLab, Jenkins, or Harness.
- Hands-on experience with container orch
- Provide hands on technical support and post-mortem root cause analysis using ITIL standards of Incident Management, Service Request fulfillment, Change Management, Knowledge Management, and Problem Management.
- Actively address and work on user and system tickets in the Service Now ticketing application. Create and implement change tickets for enhancements, new monitoring, and assisting development groups.
- Create, test, and implement Non-Functional Requirements (NFR) for current and new applications.
- Build up technical subject matter expertise on the applications being supported including business flows, application architecture, and hardware configuration. Maintain documentation, knowledge articles, and runbooks.
- Conduct real time monitoring to ensure application OLA/SLAs are achieved and maximum application availability (up time) using an array of monitoring tools.
- Assist in the process to approve application code releases change tickets as well as tasks assigned to the support team to perform and validate the associated implementation plan.
- Approach support with a proactive attitude, desire to seek root cause, in-depth analysis and triage, and strive to reduce inefficiencies and manual efforts.
LeadershipProvide training on the site.
Work closely with Offsite Support / Client support team to ensure quality and timely service
Need to take full responsibility of the site and should manage issues independently.
Responsible to timely elevation of the technical problems
Should be able to help user acceptance testing
Skills Required:
- Strong interpersonal skills.
- Problem-solving attitude.
- Excellent communication skills.
- Aptitude for fostering positive relationships.
- Teamwork and leadership skills
Responsibilities :
- Provide Support Services to our Gold & Enterprise customers using our flagship product suits. This may include assistance provided during the engineering and operations of distributed systems as well as responses for mission-critical systems and production customers.
- Lead end-to-end delivery and customer success of next-generation features related to scalability, reliability, robustness, usability, security, and performance of the product
- Lead and mentor others about concurrency, parallelization to deliver scalability, performance, and resource optimization in a multithreaded and distributed environment
- Demonstrate the ability to actively listen to customers and show empathy to the customer’s business impact when they experience issues with our products
Requires Skills :
- 10+ years of Experience with a highly scalable, distributed, multi-node environment (100+ nodes)
- Hadoop operation including Zookeeper, HDFS, YARN, Hive, and related components like the Hive metastore, Cloudera Manager/Ambari, etc
- Authentication and security configuration and tuning (KNOX, LDAP, Kerberos, SSL/TLS, second priority: SSO/OAuth/OIDC, Ranger/Sentry)
- Java troubleshooting, e.g., collection and evaluation of jstacks, heap dumps
- Linux, NFS, Windows, including application installation, scripting, basic command line
- Docker and Kubernetes configuration and troubleshooting, including Helm charts, storage options, logging, and basic kubectl CLI
- Experience working with scripting languages (Bash, PowerShell, Python)
- Working knowledge of application, server, and network security management concepts
- Familiarity with virtual machine technologies
- Knowledge of databases like MySQL and PostgreSQL,
- Certification on any of the leading Cloud providers (AWS, Azure, GCP ) and/or Kubernetes is a big plus
Amazon Web Services (AWS)
Docker- 2 years of hands-on Linux System Administration experience (RHEL / CentOS).
- 2 years experience in AWS Cloud administration
- 2 years relevant work experience in a high-volume and/or critical production service environment.
- Minimum 1+ years experience with Windows Server operating system administration
- Minimum 2 years experience with Cloud Service Providers (AWS)
- Minimum 2 years experience in enterprise environments
- Bachelor degree or equivalent experience preferred
- Any Amazon Web Services (AWS) certification preferred.
- Understanding of supporting Enterprise applications such as SAP systems and databases on AWS EC2 like (HANA, Db2, Oracle) with cluster management, HA management, etc.
- Implement security policies and controls (e.g. CIS, malware, anti-virus, secret management) using AWS services
- Strong ability to document standards, methods and produce drawings of systems and applications.
- Strong Scripting skills with any scripting languages (Python (Lambda), Bash Shell)
- Administration of Linux / Windows servers
- Deep understanding of AWS of IT Infra Architecture, Automations in deployments, SAP Architecture, Integration of On-Prem, Hybrid Infra, etc.
- Participate in Design Discussion, a new way of working (Automations, operational management), etc.
- Must have knowledge of AWS, Azure, Git
Amazon Web Services (AWS)We are looking for a System Administrator to maintain, upgrade and manage our software, hardware and networks.
Resourcefulness is a necessary skill in this role. You should be able to diagnose and resolve problems quickly. You should also have the patience to communicate with a variety of interdisciplinary teams and users.
Your goal will be to ensure that our technology infrastructure runs smoothly and efficiently.
Responsibilities
- Install and configure software and hardware
- Administer Microsoft 365 Enterprise Mobility and Security suite + Intune
- Set up accounts and workstations
- Monitor performance and maintain systems according to requirements
- Troubleshoot issues and outages
- Ensure security through access controls
- Upgrade systems with new releases and models
Must-have Skills
Technical Skills
- Functional & operational understanding of Microsoft Active Directory, Office 365 and Microsoft Intune or Microsoft Enterprise Mobility and Security
- Functional knowledge of Active Directory security groups
- Experience with configuring Microsoft 365 security policies
- Ability to troubleshoot issues related to Windows 10 operating systems
- Basic hardware troubleshooting skills
Soft skills
- Eager to learn and apply new technologies and tools to get the job done
- Strong analytical and organizational skills
- Good communications skills to be able to communicate with people to understand and comprehend underlying issues
Bonus Points
- Microsoft Certifications: MCSA/MCSE/MS-101 Enterprise Mobility and Security
- Network configuration and management
- Fortinet firewall configuration
Amazon Web Services (AWS)
|
Job Title: |
Senior Cloud Service DBA |
||
|
Department & Team |
Technology |
Location: |
INDIA |
|
Reporting To: |
Senior DBA – Team Lead |
|
Role Purpose: |
|
This role will be a mix of project, BAU and innovation and will encompass typical database administration duties that you may expect in a large-scale telecommunications environment: performance tuning, replication, database design, backups, high availability, encryption, security, configuration etc.
1. Network Services Team – Responsible for IP Network and its associated components 2. Infrastructure Team – Responsible for Server and Storage systems 3. Database Services Team – Responsible for all Databases 4. Cloud Architect Team – Delivering future strategy, ongoing cloud performance optimisation.
The DBA function forms part of Client’s Tier 3 support function and works closely with the internal NOC, Service Desk, Infrastructure, IP Networks and Cloud Architect teams. To enable the business in achieving its stated objectives by assisting the other technology teams to achieve world-class benchmarks of customer service and support.
To highlight, a key requirement of the role will be involvement in defining our future strategy around database modernisation in the cloud.
|
|
Responsibilities: |
|
Operations · Involved in new solutions design discussions and to recommend suitable, secure, performance optimised database offerings based on business requirements · Ensure all databases in the AWS and Azure are configured for performance, scale and high availability where required · Take responsibility of modernisation of Clients database estate in the cloud, leveraging open source technologies and cloud native hosting platforms · Drive innovation by constantly reviewing latest public cloud platform database service releases such as Babelfish in AWS to fast track adoption of native services · Ensure security considerations are at the forefront when designing and managing database solutions · Optimise query performance · Ensure all key databases have deep insight monitoring enabled to enable improved capabilities around fault detection · Perform regular database maintenance when required and ensure databases are backed up according to agreed RTO / RPO information · Maintenance work to be planned meticulously to minimise/eradicate self-inflicted P1 outages · Monitoring database costs regularly and identify strategies to minimize cost as part of internal FinOps practices · Ability to provide technical system solutions, determine overall design direction and provide hardware recommendations for complex technical issues · Provisioning, deployment, monitoring cloud environment using automation tools like Terraform |
|
Skills & Experience: |
|
Certifications: · SQL Server Database Administration - REQUIRED · AWS Certified Solutions Architect Associate – Highly Desirable · AWS Certified Database Specialty – REQUIRED · Azure Database Administrator Associate – Highly Desirable
Skills & Experience: · Ideal candidate has been supporting traditional server based relational databases for over 8 years who then transitioned into AWS and Azure public cloud for the last 5 years · SQL Server / MSSQL 2008 / 2012 / 2014 / 2016 / 2017 / 2019 (including Always-On and Analysis Services) · Postgres / MYSQL as standalone and managed service platforms · Strong database migration experience (Particularly MSSQL to open source and leveraging AWS native platforms including RDS, Athena, Aurora) · Extensive AWS experience in a commercial environment, architecting database best practices · Strong experience supporting AWS / Azure based datalake/data warehouse environments. Required to support internal BI teams · Solid experience and understanding which workloads are best suitable for which specific database platforms in AWS and Azure · Extensive experience and understanding of database security, including appropriate encryption and authentication best practices · Good working knowledge of Microsoft Power BI · Good knowledge of Azure cloud database services · Any working experience around non-relational databases (internally hosted or managed service such as DynamoDB in AWS will be favoured) · Good working knowledge of Windows and Linux Server Operating Systems · Excellent presentation skills to both an internal and external audience · The ability to share and communicate your specific expertise to the rest of the Technology group
|
|
Behavioural Fit: |
|
· Professional appearance and manner · High personal drive; results-oriented; make things happen; “can-do attitude” · Can work and adapt within a highly dynamic and growing environment · Team Player; effective at building close working relationships with others · Effectively manages diversity within the workplace · Strong focus on service delivery and the needs and satisfaction of internal clients · Able to see issues from a global, regional and corporate perspective · Able to effectively plan and manage large projects · Excellent communication skills and interpersonal skills at all levels · Strong analytical, presentation and training skills · Innovative and creative · Visionary and strategic view of technology enablers (creative and innovative) · High verbal and written communication ability, able to influence effectively at all levels · Possesses technical expertise and knowledge to lead by example and input into technical debates · Depth and breadth of experience in infrastructure technologies · Enterprise mentality and a global mindset · Sense of humour
|
|
Role Key Performance Indicators: |
|
· Design and deliver repeatable, best in class, cloud database solutions · Pro-actively monitor service quality and take action to scale operational services, in line with business growth · Generate operating efficiencies, to be agreed with Infrastructure Services Manager · Establish a “best in sector” level of operational service delivery and insight · Help creates an effective team · Continuous improvement
|
1. Azure/Infra Architect
Responsibilities
- Candidate must have demonstrated experience of migrating solutions to the Azure cloud platform
- Assess, analyze current infrastructure footprint (compute, storage, network) and complete requirement gathering (HW, SW) to move individual applications to Cloud
- Complete high level and low level design for cloud infrastructure, databases and other required components.
- Build and deploy infrastructure in cloud
- Migrate OS, Database and application from on-premise to Cloud
- Apply technical knowledge and customer insights to create application modernization roadmap and architect solutions to meet business and IT needs, ensuring technical viability of new projects and successful deployments, orchestrating key resources and infusing key application development and DevOps technologies (e.g. App Service, containers, serverless, cloud native, Java/node.js, DevOps and OSS tools)
- Connect with Client team to remove key blockers
Qualifications
- Must have at least 1 Azure certification (Administrator, Developer or Architect)
- Must have 5+ experience in Cloud and Data center migration project as solution architect
- Must have in-depth understanding of compute, storage, network components including backup, monitoring and DR environment requirements
- Experience and understanding of large-scale applications portfolio in enterprise-wide environment (including migration of on-premise workloads to the cloud) required;
- Deep domain expertise of cloud application development solutions (e.g. IaaS, Serverless, API Management), container orchestration (e.g. Kubernetes, Cloud Foundry), continuous integration technologies (e.g. Jenkins, Spinnaker, Azure for DevOps, Chef, Puppet), web application server technologies, cloud application design, software architecture and practices (design/development/deployment, Agile, SCRUM, ALM), breadth of technical experience, and technical aptitude to learn and adjust to new technologies and cloud trends required;
- Experience and understanding of large-scale application development projects (including key coding skills and practices) required;
2. Azure DevOps Engineer
Responsibilities:
- Candidate will implement automation solutions on Azure using open source tools and technologies (e.g. Ansible, Jenkins, Chef) in any of the following technology tiers/products:
- Unix/Linux
- Microsoft Windows Server
- Oracle Database
- Middleware (IBM WebSphere, JBoss)
- VMware
- Candidate must have demonstrated experience of migrating solutions to the Azure cloud platform
- Candidate will provide expert level of automation solution support.
- Perform as primary Systems Administrator in a large enterprise environment.
- Perform Patch management tasks to include: maintaining current knowledge of available patches, deciding what patches are appropriate for particular systems, ensuring that patches are installed properly, testing systems after installation, and documenting all associated procedures
- Test new releases of products to ensure compatibility and minimize user impact.
- Recommend and implement system enhancements that will improve the performance and reliability of the system including installing, upgrading/patching, monitoring, problem resolution, and configuration management.
- Develop, document, and automate technical processes and procedures as needed.
- Adhere to strict Information Systems security guidelines in all cases.
Qualifications:
- Must have at least 1 Azure certification (Administrator, Developer or Architect)
- Must have experience with one or more open source tools (Ansible, Chef, Puppet, Yamal, Parker, etc.).
- Hands on experience with change automation and orchestration.
- Proficient in scripting languages (e.g. Perl, Python, Bash, Ruby, etc.)
- Hand on experience with troubleshooting and diagnoses of hardware and software problems.
- Experience installing, configuring, and maintaining computer hardware and software in a large-scale enterprise environment.
Follow CutshortSubodh Popalwar
Software Engineer, Memorres