Main Responsibilities:
• Logging all relevant incident/service request details, allocating categorization and prioritization codes.
• Providing first-line investigation and diagnosis using approved tools, systems and procedures.
• Resolving/fulfilling incidents/service requests that are in scope.
• Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or other non-Assurance functions.
• Engaging and arranging external technical and non-technical support where hands and eyes support are required on-site.
• Following-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.
• Managerial Escalations – escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs, or that are out of scope, which may include 3rd Parties or internal roles (e.g. Service Manager, Account Manager).
• Keeping customers informed of progress.
• Owning incidents/requests from ticket creation to resolution/fulfilment/closure.
• Closing all resolved/fulfilled incidents/requests and other queries. • Communication with customers – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.
• Ensure the Configuration Management System (CMS) is maintained/updated.
• Maintain an exceptional level of customer service during any engagements with Customers/3rd Parties/Internal Teams.
• Ensure communication at all times is clear, concise, meaningful, professional and efficient.
• Provide feedback to appropriate Line Manager on how the Service Desk (Tier 1 and Escalation Management) and supporting functions can improve.
• Identify need for Problem Management for reoccurring Incidents/Events.
• Understanding of and familiarity with Customers’ services and solutions.
• Compliance with Service Operations processes (Event Management, Incident Management, Request Fulfilment, Change Management, and Problem Management) and associated metrics (SLAs/OLAs/KPIs/other metrics).
• Actively participate as required in meetings (customer, 3rd party, internal).
• Conducting customer satisfaction call backs/surveys as agreed. • Coach/guide Junior staff and new starters.
• Act as delegate for Senior staff.
• Act as technical escalation gate for Junior staff. • Higher First Line Fix/Right First Time than Junior staff.
Experience
• 12+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must).
• 12+ x months in a process driven organization (must).
• Experience working in a multi-cultural/international environment (desirable).
• Experience in fault diagnosis/troubleshooting and fulfilling requests (must).
Subodh Popalwar
Software Engineer, Memorres
Similar jobs
Company Introduction:
We are a software services company where the ‘HOW’ of building software is equally important to the ‘WHAT’. We embrace Software Craftsmanship values and Extreme Programming practices to build well-crafted products for our clients. We work with large organizations to help them scale or modernize their legacy technology. We work with startups as extensions of their team, to help them operationalize their ideas efficiently. Incubyte strives to find people who are passionate about creating well-crafted software, who are continuous learners, and who are sticklers for quality of work. We work on dedicated, long-term commitments to bring a product mindset into services.
What are we looking for?
We are seeking a dynamic and motivated Recruiter to manage the end-to-end hiring process for our organization. The ideal candidate will have experience in sourcing, screening, and hiring top talent, working closely with hiring managers to meet staffing needs across various departments.
Responsibilities:
- Develop talent acquisition strategies and hiring plans to fill the roles in the timeline needed
- Work on employment branding initiatives
- Perform sourcing to fill open positions and anticipate future needs
- Plan and conduct recruitment and selection processes (interviews, screening calls etc.)
- Optimise interview process
- Take steps to ensure positive candidate experience
- Assist in employee retention and development
- Train the interview panel to be able to screen candidates effectively for tech as well as culture and value alignment
- Organize and/or attend career fairs, assessment centres or other events
- Use metrics to create reports and identify areas of improvement
- Organize and conduct campus placement drives
Requirements:
- Proven experience as talent acquisition manager
- Experience in full-cycle recruiting, sourcing and employment branding
- Understanding of all selection methods and techniques
- Proficient in the use of social media and job boards
- Willingness to understand the duties and competencies of different roles
- Working knowledge of Applicant Tracking Systems (ATS) and databases
- Excellent communicator
- Well-organized
- A strategic thinker
Java- Knowledge of Selenium Test Environment (STE) and the ability to configure it
- Ability to customize Selenium in various integrations
- Automation of various projects, for example, a framework
- Communication and interaction with customers to solve their problems
- Development of equipment automation plans and their approval
AngularJS (1.x)
Angular (2+)
React.js
NodeJS (Node.js)
MongoDB- Coding Complex Modules
- Code review and enforcing best practices
- Improve application architecture
- Constantly improve his/her own skill set
- Customisation to existing open souce and custom built applications
- Building a knowledge base of the latest programming trends, best practices and methodologies.
Education & Experience:
- B.Tech/BCA/MCA or M.Tech
- Experience into Javascript (Node.js, Angular.js/React.js)
- Experience representing work to a broader product team and other leaders, clearly and succintly articulating the goals and concepts
React.js
Javascript
Redux/FluxDesired Experience
3+ years
Job Description
What You’ll Do
- Taking an active role in architecting the solutions we build
- Designing and implementing web applications using JavaScript and its frameworks (i.a. React, Vue, Angular), HTML5 and CSS3
- Working closely with the dispersed development team, client, and project manager in SCRUM methodology
- Ensuring that programming practices and code quality are respected
- Supporting other engineers with your expertise when needed (knowledge sharing)
- Leading your colleagues’ growth and development
What you bring to the table
- 3+ years of Experience with React. Good to have a working knowledge of React Native, Angular, VueJS
- Strong expertise with HTML, CSS, and writing cross-browser-compatible code.
- Good understanding of AJAX and JavaScript DOM manipulation Techniques
- Experience with RESTful services
- Experience in JavaScript build tools like grunt or gulp
- Hands-on and implements complex React modules
- Able to implement automated testing platforms and unit tests
- Understanding of fundamental design principles behind a scalable application
- Proficient understanding of code versioning tools (Git)
- Critical thinker and problem-solving skills
Bonus if you have…
- Experience with Angular2+ and Node
- Experience with AWS or GCP infrastructure
- Curiosity about new languages, libraries, frameworks
- Contributions to open-source projects
- Experience with Selenium, or Jest or similar front end test frameworks
Angular (2+)Javascript- MUST have working experience on Rest services or Ajax,
- MUST have experience on JavaScript MV-VM/MVC frameworks,
- Must have experience on Jasmine or Karma
- 4-6 years Experience with Angular.
- BS degree in Computer Science or Engineering
- Strong expertise with HTML, CSS, and writing cross-browser compatible code.
- Good understanding of AJAX and JavaScript Dom manipulation Techniques
- Experience with RESTful services
- Experience in JavaScript build tools like grunt or gulp
- Expert in any one of the modern JavaScript MV-VM/MVC frameworks (Angular, JQuery, NodeJS)
- Familiar with testing frameworks (Ex. Jasmine)
- Test runner framework (Ex. Karma)
- Hand on and implements complex Angular applications, directives, controllers, services
- Critical thinker and problem-solving skills
- Team player, individual contributor
- Good time-management skills
- Great interpersonal and communication skills
Android Development
KotlinJavaAbout the job
Responsibilities and qualifications
- 5+ years of Android development experience
- Will own several parts of our tech stack, but primarily our Android app
- Build new functionality to the Android app and regularly re-architect it to keep up with latest technologies (e.g., Kotlin)
- Work on new tech that we are already a leading user of (e.g., Google Firebase)
- Work closely with the backend team to construct creative solutions
- Optimize, improve efficiency, scalability, stability of application
- MUST BE reliable, and be able to communicate clearly
- MUST BE able to own and deliver their own work within deadlines, professionally
- Should be passionate about building a strong engineering culture
Bonus Points for experience building high-scale applications, SDKs and other web technologies (like JavaScript).
Who we are
- Fast growing Chennai-based startup (with venture funding)
- Led by strong engineers with significant experience at top tier firms like McKinsey, Oracle, Morgan Stanley, and authors of multiple Java Standards
- Building an awesome product already used by Swigg etc.
- Raised investment, so this role will not vanish in a few months
- Mentors include the Vice Chairman of HCL, Chairman of Singapore Airlines, Senior leaders from LinkedIn etc.
Other background information
- Looking for strong, passionate developers who want to join our team and grow
- We move fast, and will make you an offer in a few days for the right person
- The job location will be in Chennai (it is the SaaS capital of India)
- Please only apply if you are open to moving to Chennai (or are already here)
- This won't be a 10 - 6 job, but you will be given amazing responsibilities
- You will learn a ton, have a lot of flexibility, and have fun while doing it!
Job Perks
- Daily breakfast
- Friday team lunches
- Macbook
- Office near beach (for when people return after COVID)
- Potential for stock options (in lakhs)
- Stipend to attend conferences
- Potential travel to Singapore and other client locations
Java