The Operate team provides Murex customers 24/7 technical support to restore normal operations with minimal impact on clients' business. Along with incident management, Operate provides problem management and operability feedback to evolve the application, enhance user experience and reduce total cost of ownership for both clients and Murex. In order to support efficiently all types of critical incidents, the team has become highly skilled in collaborating cross functionally and working under pressure while continuously learning new skills/technologies and obtaining transversal application knowledge in a rapid evolving environment.
Role Overview:
The Operate engineer will provide technical support with incident management practices on the Murex platform and Murex production chain while maintaining a high level of quality for both internal and external clients.
Your role & responsibilities
- Provide on-premises and cloud-based technical support while maintaining effective working relationships with internal and external clients.
- Analyze and manage incidents and propose solutions according to the Service Level Agreements (SLAs).
- Analyze Mx.3 application code and troubleshoot application errors, crashes, and performance issues.
- Identify underlying root causes for recurring problems to improve the overall service of the team.
- Identify potential technology enhancements to improve the technical support where possible.
- Contribute to the knowledge database build and update.
Write and update documentation covering technical aspects of the Murex platform delivered to the clients.
- Write troubleshooting procedures "How to's" and other in depth technical documentation for internal utilization.
- Share knowledge and expertise with team members and coach newcomers to leverage on technical skills.
- Provide technical support to Murex offices as internal clients relying on other technical experts in Murex (System team, development team, architecture...) in order to enable them to focus on their own core business.
Your skills & qualifications
- Communication Skills: Good written and verbal communication skills in English are mandatory.
- Flexibility to adjust working hours, including modified shifts (e.g., starting and finishing earlier, weekend, and holiday shifts.)
- Bachelor or Master's degree in engineering or computer science from a reputable university
- 0-2 years relevant experience in troubleshooting technical issues
- Good Programming Skills: Java, C/C++ (Python is a plus) - Ability to read and understand code is necessary
- DB Skills: SQL (query building and performance analysis), DBA skills for Sybase and Oracle a plus
- Advanced problem solving and decision making skills
- Learning agility and ability to work under pressure in a continuously evolving environment
- Client orientation
- Cross group collaboration and team work
- Drive for excellence
Benefits for you
- Perfomance bonus
- Group insurance
- Transport/Parking + Meal Allowance
- Overseas Team-bonding activities