Senior Technical Support Engineer -# 2200 ( Application Support / SQL/ Linux /Unix )

Job Description-

NICE Performance Management propels the long-term success for organizations by comprehensively improving workforce optimization and customer satisfaction. Highly personalized tools empower frontline agents, back-office staff, supervisors and managers to efficiently meet performance goals.

The result NPM ensures that your organization consistently achieves better staff performance, higher CSAT scores, and greater employee retention.

Responsibilities:

• As L2 and L3, collaborate with NPM R&D, Customer Success teams, Business Partners and Global Customer to address NICE Performance Manager On-Prem & Cloud application related product issues.
• Maintain quality internal and external communication throughout your analysis
• Provide the highest-level expertise and support to minimize R&D escalations.
• Prioritize daily tasks, manage critical issues, and ensure detailed and well-articulated RCAs to our customers.
• Contribute to the Knowledge Base, document troubleshooting and problem resolution steps and participate in Educating/Mentoring other support engineers.
• Initiate and perform changes on production systems and proactively escalate any issues that cannot be resolved within the established timeframes.
• Involved as the subject matter expert (SME) for the other support engineers in projects for new releases and service packs of NPM application for both On Prem as well as Cloud

 Technical requirements:

• Should have an expert level Linux/Unix exposure on different flavor of Servers.
• Should have good DB knowledge, Oracle/MSSQL.
• Working knowledge of administrating UNIX, Linux or Windows servers.
• Experience of supporting Web based applications
• In-depth, hands-on knowledge of and experience with enterprise applications both on premise and cloud deployment
• Technical experience within the industry and/or proven customer support experience Globally, preferably within Financial Institutes (Trading environments)
• Familiarity with standard application security compliance best practices.
• Good working knowledge (Certificates are very welcome) of: Windows Operating Systems, TCP/IP, Linux, Wireshark, EMC, MySQL and MS SQL Server Databases, Microsoft Office
• Experience with Networking and IP/SIP communication analysis
• Strong Telephony background would be an extra perk to have.
• Familiarity with standard application security compliance best practices.
• Knowledge on AWS is a plus.
• Knowledge on ETL process is a plus.
• Good IT skills in troubleshooting and ownership from begin to end.
• Other Required Skills:

• Excellent verbal and written communication skills
• Good communication and presentation skills in English. English is used on a daily basis
• Strong troubleshooting and problem-solving skills
• Ability to prioritize and execute tasks in a high-pressure environment
• Self-motivated and directed, with keen attention to details
• Team Player - ability to work well in a team-oriented, collaborative environment
• Can handle stressful situations well.

 Education

• University education or similar level obtained by work experience in Computer Science/ E&TC/MCA or BCA.