Our client is the world’s leading provider of device management for mobile, fixed and IOT as well as managing the omni-channel customer experience which through its business logic drives actions, runs proactive care campaigns and improves customer satisfaction. Deployed by leading service providers worldwide, Motive’s device management and service management platform drive revenue, reduce customer care costs and automate each customer interaction.
Our client only passionate team orientated people to join our business. Are you one of them?
Position Summary:
As a Professional Services & Care Engineer, you will play a crucial role in delivering high-quality implementation, integration, support services, operation & maintenance of our software products, troubleshoot issues, collaborate with our development team to implement solutions and technical support to our clients. You will work closely with our customers to understand their business requirements, configure our software solutions to meet their needs, and ensure a seamless deployment process. Your technical expertise, problem-solving skills, and customer-centric approach will be key to driving client satisfaction and success.
Main Responsibility Areas:
- Lead implementation and deployment of products for new and existing clients. Ensure solutions are delivered on time, within scope, and in alignment with customer expectations.
- Provide first-line and second-line support to clients, resolving technical issues related to our software products. Respond to support tickets, emails, and phone calls in a timely and professional manner.
- Diagnose and resolve software issues, including bugs, performance problems, and integration errors. Use debugging tools and techniques to identify root causes and implement fixes.
- Perform regular maintenance tasks such as software updates, patches, and backups. Ensure that all systems are up-to-date and operating efficiently.
- Maintain clear and effective communication with clients throughout the support process. Provide status updates, explain technical issues in an understandable manner, and ensure client satisfaction.
- Create and update technical documentation, including support guides, FAQs, and troubleshooting manuals.
- Ensure that documentation is clear, accurate, and accessible to clients and team members.
- Use monitoring tools to proactively identify and address potential issues before they impact clients.
- Collaborate with clients to understand their business processes, requirements, and objectives. Provide expert advice and best practices to optimize the use of our software solutions.
- Design, develop, and implement integration solutions to connect our software with clients’ existing system and applications. Ensure seamless data flow and interoperability.
- Provide high-level technical support and troubleshooting assistance to clients. Address and resolve issues promptly to minimize downtime and ensure client satisfaction.
- Conduct training sessions for clients to ensure they are proficient in using our software. Develop and maintain comprehensive documentation, including user guides and technical manuals.
Experience Required:
- Worked on IaaS (e.g.: - Any cloud) and Virtualization (e.g.: - Azure)
- Worked on Networking and Security (TCP/IP v4/v6, Firewalls/iptables) and Software Defined Networking (SDN e.g.: - nuage, OpenFlow)
- Experience or familiarity with public cloud native services and components (AWS, GCP, Azure)
- Prior application/infrastructure engineering / Architecting and cloud certifications (preferably on Azure) are a huge plus.
- Worked on RDBMS (e.g.: - Postgres) administration.
- Knowledge on remote SIM provisioning and over-the-air (OTA) programming for IoT devices is an advantage (e.g.: - M-BUS, MQTT-SN, LoRA)
- Recover, restore, and build self-recovery capability for cloud-native services and components (AWS, GCP and Azure)
- Experience or familiarity with DevOps technologies (examples: GitHub, Terraform/Terragrunt, etc
- Experience or familiarity with Microservices and related technologies (docker, helm, k8s API).
- Should have basic knowledge with monitoring and logging tools like ELK, Prometheus, Grafana, Pagerduty, Datadog, CrowdStrike, PRTG and Prisma.
- Knowledge on 4G/5G, VoLTE, GSMA and 3GPP specifications will be an added advantage.Provide technical and operational leadership over Agile DevOps practices including documentation, iteration, planning, scheduling, coordinating, and executing.
- Help devise and execute strategies for accomplishing service assurance improvements using creative and cost-effective means and methods.
- Encourage and foster SRE contribution and input/participation in continuous service improvements – both technical and procedural
- Collaborate with team members and peers/partner organizations to determine and define best practices that bring benefits to SRE Operations and the SaaS organization.
- Work with Product Managers and R&D teams of SaaS applications (use cases) to determine and support service-level agreements (SLAs), service-level indicators (SLIs) and service-level objectives (SLOs)
- Experience with ticketing systems like Salesforce, Zendesk, Jira including process and even API integrations.
- Experience with documentation management using Confluence, SharePoint, and MS Teams
- 24x7x365 Service Assurance for SaaS applications (use cases) deployed across all public cloud hyperscale providers that SaaS will have.
- L1/L2 Site Reliability Engineering Operations (event & incident management, change management and execution, security and privacy compliance remediation and mitigation) Demonstrated ability to build and maintain strong relationships with clients. A proactive and client-centric approach to service delivery.
Work Experience Requirements:
- At least 3+ years of operations, support, SRE, DevOps or related experience, Strong communication skills, including ability to create presentations or dashboards.
- Proven experience managing projects from inception to completion. Strong organizational skills and attention to detail.
About Us
Oliver Peters is an Equal Opportunity Employer. We do not discriminate based on race, religion, colour, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, ex-forces status or any other basis. All employment is decided based on qualifications, merit, and business need and we are committed to a fair hiring process.
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