Technical Active Support Lead Technical Active Support Lead …

Morgan McKinley
in Shanghai, Shanghai Shi, China
Permanent, Full time
Be the first to apply
Competitive
Morgan McKinley
in Shanghai, Shanghai Shi, China
Permanent, Full time
Be the first to apply
Competitive
Technical Active Support Lead
Expert Technical Engineer, Customer Support

Responsibilities:
  • Respond to customer requests, whether they are reported issues, questions or assistance requests, helping them to be able to utilize the product properly as per their needs
  • Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environments
  • Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams
  • Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client's satisfaction and product quality
  • Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
  • Validate defects thoroughly by ensuring that the described scenarios are fixed
  • Build and provide simple scripts with the assistance of senior colleagues when necessary
  • Write technical specifications and best practices documentation
  • Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
Requirements:
  • University degree in Computer Science, Mathematics, Business IT or related major
  • Very good knowledge of C/C++, including debugging skills and some experience with debugging tools on different operating systems (Visual Studio, Sun/ Solaris Studio, Eclipse)
  • SQL/ Java/ C#
  • Basic expertise with Solaris and Linux Operating systems (medium- advanced expertise on Windows)
  • Knowledge on CORBA (the Orbix implementation), JMS (ActiveMQ implementation) and Tomcat are a plus
  • Excellent written and verbal communication in English
  • Analytical abilities, attention to detail, stability, responsibility as well as customer focus
  • Ability to work independently as well as part of a customer facing team
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