POSITION SUMMARY

Seasoned support engineer. Handles, investigates and reports the most complex cases / situations and takes a leading role in the execution and improvement of local maintenance and support. When applicable, take part in escalation meetings with customers.

 

Provides root cause analysis, develops comprehensive action plans and ensures timely follow through in alignment with incident management / M&S processes. Monitors team activity, making recommendations to management about performance improvement opportunities, assignment allocation / workload balancing and technical capabilities. Drives internal and external communication and resolution about reputational issues.   Actively develops M&S best practices contributes to DN policies.

 

The Advance Software Engineer is responsible for programming, building knowledge of our business, and considered a SME for certain areas of our products to assist regional teams and end customers. 

 

Engineer has to be familiar with the entire software development lifecycle using the SCRUM Agile methodology. With short release cycles and very close customer involvement we strive to continuously improve our software, quality, and project deliveries. Our culture encourages not only knowledge building and best practice sharing, but also gives the opportunity to provide feedback for continuous improvement.

 

KEY RESPONSIBILITIES

Estimation

Assesses the required efforts and timelines for all M&S activities as input for the overall SLA Produces and reviews estimates of time to spend on issues as input to the overall technical and cost estimation of the engagement.

Support Request

Ensures the proper intake, analysis and follow up on support requests, in line with DN M&S processes and SLA’s for the engagement. Ownership of  the right set up of environment and assists other associates to configure their own for the engagement

Problem Management

Assures requests are account for in SLA, in order to assure timely and effective resolution of customers’ requests for the engagement.

Incident Management and Reporting

Ensures the identification, recording and classification of problems of high complexity and high impact, investigates and diagnoses identified problems to propose and implement changes for resolution of the incident. Ensures appropriate, comprehensive and timely reporting of the team and provides early escalation of any issue that may affect the engagement.

Resolution Management

Ensures the identification, recording and classification of problems of high complexity and high impact, investigates and diagnoses identified problems to propose and implement changes for resolution of the incident. Ensures appropriate, comprehensive and timely reporting of incidents for the team and provides early escalation of any issue that may affect the engagement.

Change Request Management

Provides solution and estimation of  the change request Formulates and resolutions to change requests in order to propose adequate and timely solutions to the customers Ensures DN up-dates and fixes as well as (minor) change requests are timely and correctly integrated in the customers environment

Documentation

Documents and validates tickets, ensure technical documents follow DN aspects  Ensures the usage of KEDB / FAQs and release notes by all team members in the engagement.

Optimization & Improvement

Ensures DN up-dates and fixes are timely and correctly integrated in the customers environment Provides on-site deep technical support in customer environments, if required. Organizes and deliver trainings for product, tools, processes and technical advices for other team members

Methods & Best Practices

Ensures all best practices and methods are followed as per DN standards.  Creates reusable components  Proposes and implement best practices in collaboration with the M&S practice

 

EDUCATION AND/OR EXPERIENCE & CERTIFICATIONS Bachelor or Master's Degree in Computer Science, Computer/Software Engineering, or equivalent Oracle Certified Professional ITIL Foundations knowledge Agile Methodology knowledge (SCRUM)

 

 

QUALIFICATIONS & SKILLS 8 years’ experience related database experience in Oracle. Postgres and MS SQL knowledge is an asset Strong knowledge on (Store Procedures, queries, performance analysis (AWR)). Strong understanding of coding languages and tools (Combination of the following:  Java, C++, C#, HTML5, Angular) Conversational English skills (mandatory) Solid software engineering foundation with deep skills in database development and administration Strong knowledge in Logs and trace files analysis. Troubleshooting experience Strong verbal and written communication skills on English Passion for troubleshooting and developing quality software Team leading skills are required Hardware experience. ATM knowledge is an asset Hardworking, self-motivated, and passionate about learning and working with the latest technologies Inspired to think outside the box and work with your fellow team members to find solutions to problems Team player who adapts quickly to ever-changing environments Security knowledge is an asset Business Expertise: Senior Level Customer value Customer relation Continuous improvement Agility Breakthrough thinking Collaboration Team orchestration

Why should you join Diebold Nixdorf?

 

Brightest minds + technology and innovation + business transformation  The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability. 

 

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

 

** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.

 

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