The Job

Tech Support Spec - Database Support

Teknik, data och digitalt · IT-infrastruktur och säkerhet · Teknisk support · Dataanalys · Mjukvaruutveckling

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I korthet

The Technical Support Specialist in Bangalore, India, is crucial for resolving complex IT issues and providing end-user guidance. This role involves post-sales activities such as customer success, tool configuration, and use-case support, requiring expertise in event management and Moogsoft.

Ansvarsområden

  • Troubleshoot and resolve critical and complex support tickets using advanced diagnostic techniques and tools.
  • Conduct root cause analysis for critical issues and faults through hands-on investigation and data analysis.
  • Implement preventive measures and solutions to mitigate future defects.
  • Provide expert technical assistance to team members.
  • Execute continuous improvement initiatives to optimize support processes.

Krav

  • Expertise in product support, troubleshooting methodologies, and technical support best practices.
  • Proficiency in diagnostic tools and techniques for complex issue resolution.
  • Strong analytical skills for root cause analysis and implementing preventive measures.
  • Excellent communication and collaboration skills.
  • Familiarity with IT Service Management frameworks and continuous improvement methodologies.

Önskade kvalifikationer

  • Strong level of event management knowledge (e.g., from a previous competitive toolset).
  • Understanding of Moogsoft product features and functions at a conversational level.
  • Ability to articulate Moogsoft value, benefits, and capabilities to a customer.
  • Differentiate between Moogsoft Enterprise and Cloud features and functions, and when to use each platform.
  • Understanding of deployment overview: Hosted, OnPremise, Cloud, Hybrid.
  • Basic Moogsoft configuration: Installation of standard distributed architecture.
  • Understanding of how to configure all Moogsoft platforms via the UI to achieve a given use case.
  • Ability to discover and translate a customer’s use case into a UI-based configuration (ingestion, workflows, correlation, integrations, users etc.).
  • Considered an Admin/deployer.
  • Good grounding in general event management (4-5).
  • Understanding of deduplication, fail/clear, and schema mapping.
  • Advanced Moogsoft configuration.
  • Advanced event management knowledge (7).
  • Data manipulation: construction of a valid event from source data.

Förmåner

  • ITIL Foundation Certification is optional but valuable.
  • Relevant certifications in product support or technical troubleshooting are advantageous.
#Tech Support#Database Support#Event Management#Moogsoft#Customer Success#IT Service Management
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Företag

HCLTech

Publicerade jobb

för 3 veckor sedan

Anställningstyp

Heltid

Arbetsform

På plats

Erfarenhetsnivå

Mellannivå

Platser

Bangalore, India

Sökande

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