Support Engineer (PL/SQL, Python)
Job Description
This position is critical to ensuring seamless global engineering support operations across multiple regions. The role will be responsible for driving the delivery of high-quality support services, maintaining operational excellence, and ensuring consistent service standards across geographically distributed teams.
Key responsibilities
identifying and implementing automation opportunities to reduce issue inflow, analysing recurring incidents, and driving permanent resolutions to improve system stability and operational efficiency.
Play a pivotal role in ensuring smooth and fault-free production support activities, including overseeing weekend production operations and providing timely escalation management when required.
Leading and coordinating severity incident calls, driving effective resolution during critical production issues, and ensuring clear communication with stakeholders and clients throughout the incident lifecycle.
Strong client-facing communication skills are essential to maintain confidence and provide regular status updates during high-priority incidents.
Support team growth and capability development by onboarding and mentoring new team members, accelerating their functional and operational knowledge, and ensuring they become productive contributors in a timely manner.
Foster knowledge sharing, process improvement, and continuous service enhancement across the global support organization.
Maintain production stability, improving operational efficiency through automation and permanent fixes, strengthening client engagement, and building a highly skilled and resilient global engineering support team.
Requirements
Function: General Business
Experience Level: Mid-Senior Level