Managed Services Engineer

Managed Services Engineer

Capgemini Philippines Corp
Metro Manila / NCR
5-10 years
Not Specified

Job Description

This role is responsible for providing support to innovative solutions based on the cutting-edge MuleSoft Platform. This function has simple to broad knowledge of the business functions to resolve low, medium, high, critical, and strategic business MuleSoft Platform challenges. The team member is responsible for adherence to Service Level Agreements for managed support services. This role will also be the escalation channel of Managed Support Team, internal teams, and business support partners. The role will be part of the Managed Support core team; guidance and support to junior team members is a must. You will provide managed support and maintenance to multiple clients all over the world.
Duties and Responsibilities:
  • Work with Managed Support that follows the directed core service component of ITIL Framework (Incident, Problem Service Request and Change)
  • Work with other teams to provide managed support and maintenance to multiple clients all over the world
  • Act as a first-line ticket point, incidents and request with clients, business support and/or consultants using necessary tools such as Freshdesk to capture the vital details to fulfill the support resolution
  • Properly hand over the complete status of open and in-progress incidents/tickets to the next shift or to the next level support
  • Identify and diagnose simple to complex issues and work on resolution that is not yet defined in the managed support knowledgebase and identify effective fixes and patches
  • Triage with multiple clients, business support and/or Mule consultants requests using service desk software
  • Provide guidance to junior managed support consultants and other resources to ensure quality and timely support
  • Involvement on managed support pre-sales task or role activities which includes managed support client In-transition, onboarding of clients and Managed Support Team members.
  • Managing escalated tickets from Managed Support Level 1 and Level 2, ticketed query system, and ensuring a comprehensive database of queries and resolutions is kept up to date
  • Reviewing and validating technical documents and procedures on the manage support knowledgebase
  • Provide timely status updates to managed support leadership and highlight problems early
  • Be proactive, take accountability and ownership of assigned tasks to meet commitments to clients on time and of quality
  • Contribute to our Intellectual Property, Managed Support & Process Improvement
  • Demonstrate leadership and teamwork by proactively assisting other team members across managed services, sharing knowledge and contributing to team meetings and events
  • Proactively identify opportunities for improvement across our methodologies and internal processes/operations
  • Ability to develop and contribute Managed Support policies and procedures such as MS Runbook, and documentation of best practices and enhancements
  • Work independently with the given set of tier level support requirements and ability to translate them into the support process and produce easy to read and understandable documentation
  • Willingness to be flexible in working hours and location based on our customer’s needs

Required Skills:
  • 5+ years of overall IT experience with a bachelor’s degree in CS or equivalent
  • 3+ years exposure to ITIL operations and environment
  • Experience in managed services or helpdesk support that directly interacts with the end customer
  • Knowledge of basic to complex support related ITIL Frameworks: Incident, Problem Service Request and Change
  • Experience in service desk tools and/or monitoring applications (i.e. ServiceNow, Remedy, Service Center, Zendesk, Freshdesk, SolarWinds)
  • Root Cause Analysis and Problem Management
  • Application Support and IT operations skills
  • Configuration Management, release and deployment experience
  • Proven ability to diagnose and troubleshoot complex application problems and leverage tools and resources appropriately to identify solutions that may or may not be already documented
  • Strong Java background and understanding of integration principles
  • Ability to manage multiple conflicting deadlines and competing priorities.
  • Ability to build and maintain strong relationships within the team
  • Excellent communication skills
Nice-to-haves:
  • Experience in a consulting services company
  • Passionate about technology
  • Ability to adapt to a rapidly changing environment
  • Can handle escalations and medium to complex incidents
  • Can do automation or process improvement of support flows or daily routines
  • Have intermediate to advanced experience in supporting middleware/ESB technologies as Level 1 (i.e. MuleSoft Platform, JBoss, DellBoomi, Workato, Enterprise Data Warehouse, webMethods, Tibco, IBM Websphere, Oracle SOA, etc.)

We are more than 100,000 people in 40 countries with broad experience of working with major organizations.

Our dedicated teams of experts share the singular ambition of helping you with what really counts, achieving your goals.

At Capgemini, the Collaborative Business ExperienceTM is central to our philosophy and service delivery.

Our experts work closely with your teams to develop solutions that will deliver sustainable value for your business.

Learn more about us and what we can do for you at capgemini.com.

WHY JOIN US

Capgemini is one of the world’s foremost providers of consulting, technology and outsourcing services. These services and solutions are proposed through a broad and consistently updated offers portfolio, a set of global service lines, business units and industry expertise.

As a deeply multicultural organization, we have developed our own way of working called the Collaborative Business Experience™, which utilizes our worldwide expertise to deliver best-in-class solutions and the power of our Group to offer integrated services in the following areas:

• Consulting Services: helping clients to identify and execute transformation strategies, which lead to improved growth and competitiveness

• Technology Services: designing, developing and implementing a wide variety of technical projects of all sizes

• Outsourcing Services: Transform, guide and manage our clients’ information systems (ITO) and business processes (BPO), over a multi-year period of time.

• Local Professional Services: offering services adapted to local needs in terms of infrastructure, applications and high-tech engineering.

Seven shared values have been at the heart of Capgemini since our formation in 1967. These values influence the way we meet client needs, define who we are as a company and show our diverse workforce.

Honesty
When respecting our clients, we do not seek unfair advantages or take underhand routes. Transparency is key to developing long-term relationships.

Boldness
We are entrepreneurial, confident and focused. We take risks at the right time.

Trust
We are empowered to be innovative.

Freedom
We are creative and dynamic but we respect other cultures, habits and customs.

Team Spirit
We establish a team mentality to make sure that we create long-lasting and successful relationships with clients, employees and partners.

Modesty
We strive for simplicity in a complex world without being arrogant.

Fun
We create a joyful working environment for employees, clients and for our partners.

Build your career in a place where People Matter, Results Count.

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