lahore

Analyst Software Engineer

Job Overview

ibex. is looking for an "Analyst Software Engineer" to provide L1/L2 support for in-house/external/Cloud-based applications used across ibex organizations.

Job Description

  • Provide 24x7 operational support for all ibex Applications through troubleshooting, configuration, and access management
  • Acquire the knowledge of applications used/developed by ibex Tech and provide L1 support within pre-communicated SLA while acting as a liaison to accommodate L2 support by coordinating with the Development team
  • Analyze the root cause while rectifying lapses in service delivery standards and assist in the efficient resolution of all production issues. An integral part of the job is to identify the critical/recurring incidents/issues and provide a solution
  • Act as a bridge between operations/clients teams and core technical teams
  • Assist contact center users and guide them through the usage of their respective applications and services
  • Coordinate with clients and client services for problem resolution, escalation, and tracking of reported issues
  • Issue resolution to avoid production outages and adherence to SLA
  • Timely escalation of unresolved issues to the development team & consistent follow up
  • Closely observe application deployments and upgrades while ensuring swift communication between teams involved
  • Document SOPs, develop the knowledge base and training material
  • Additional responsibilities will include actively participating in system-level deployments, configuration, testing, troubleshooting, upgrades, R&D, migration, and expansion initiatives pertaining to in house developed applications

Job Specifications

  • BS (Hons) degree in the field of Information Systems, Computer Science, or Information Technology
  • 0-2 years of work experience
  • Excellent verbal, written, and presentation skills.
  • Strong analytical, excellent troubleshooting, and problem-solving skills.
  • Attention to detail, ability to multi-task, and must possess leadership skills.
  • Excellent interpersonal skills when dealing with clients, build constructive business relationships with users and clients.
  • Excellent database knowledge (SQL/MySQL).
  • Basic understanding of ITIL norms and Production Support best practices
  • Should have basic knowledge of DNS, TCP/IP, and networks and systems used within the organization
  • Should possess a strong interest in the software development lifecycle, processes, and fixing software bugs
  • Knowledge of contact center infrastructure & telephony platforms will be a plus
  • Knowledge of Ticketing systems like JIRA, ManageEngine, etc.
  • Basic understanding of programming

Perks & Benefits

  • Bi-Annual Bonus
  • OPD (for complete family)
  • Provident Fund
  • Medical Insurance
  • Group Life Insurance
  Apply Now
lahore

Plot No. 07, Aitchison Street, 1 KM Thokar Niaz Baig, Raiwind Road, Lahore 54000, Pakistan

Phone +92.111.874.874

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lahore

Analyst Software Engineer

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