Senior Engineering Support Advisor


Bengaluru, India


Position summary

of the issues and define them as Bugs, Normal Behaviors or Enhancement Requests. Whenever a case is classified as a bug or when a mission-critical situation arises, ESG is responsible for finding a workaround to help the client operate and provide a clear description of the problem, determine the root cause analysis using Techno-Functional skills.
This group has access to the same tools as the R&D groups (source code, specifications and diagnostic tooling). The ESG investigation starts where the investigation by Functional analysts and Implementation consultants cannot progress further.

Job Purpose
The holder of the role is a product Technical Functional Specialist on Lending products. Person is responsible for directly and actively engaging with Customer and other internal teams on issues that are raised and to analyse and resolve them in the shortest time possible.
ESG analysts may be requested to go onsite on special missions to help a client out of a critical situation.
Technical analysis of the highest order is expected using Java coding skills and troubleshooting skills and usage of tools to find the root cause of issues.
Expected to work in multiple shifts to support Customer worldwide.
Also to work as part of a global team.

Decision Making & Authority
This Role reports either to the Support Manager or to the Team Leader. This role is responsible for issue investigation; and detailed analysis in order to understand and reproduce issues.
The role holder has neither direct nor indirect reports, nor budget responsibility.

Key Relationships
Customers - Banks and Partners
3rd Level Support & QA - Development

Key Responsibilities (Key accountabilities of the job)

Product knowledge
Has acquired a solid understanding of the overall functionalities and capabilities in the product domain of Lending.
Capable of properly validating requirements, reviewing specifications, and participating in the validation of new releases
Uses a solid understanding of market practice, 3rd party products, trouble-shooting, technical architecture, and processes to add value by proposing product enhancements and improvements

Issue Investigation
Handles complex cases and involves other parties from the Development Center, when necessary
Follows Best Practices for case management and takes a systematic and methodical approach to resolving complex solutions

Case tracking
Is capable of working on multiple tasks simultaneously, with regular interaction with the client
Manages multiple tasks in parallel under pressure and when necessary promptly investigate issues on a remote basis
Follows up on crisis to ensure the team is able to get client on track.
Provides regular updates on projects, identifies risks and raises warning when necessary

Client interaction
Engage in discussions with Customer on cases worked on.
Travels onsite on client missions to drive case resolution and complete issue analysis, when necessary

Planning and Development
Uses experience and high-level technical/functional knowledge to coach junior colleagues to solve cases and secure the delivery of the team's objectives
Stays up-to-date in his product and technical knowledge via self-study and self-discovery
Delivers on time and within the estimated timelines and is able to foresee impact of changing priorities

Specification (Qualifications, skills, knowledge and experience)
Strong Technical expertise with functional knowledge of Corporate Lending
5-8 years of experience

Functional experience in Loan IQ/ACBS/any Corporate Lending product
Strong problem solving and analytical skills
Strong coding skills - Core Java
Strong in Writing Database `queries
Strong Trouble shooting experience using Java code and other tools.
Should be able to analyse complex issues like memory heap garbage collection, CPU statistics, server logs, database logs and heap dumps

Qualifications & certification
Basic degree: Preferably in Engineering / Mathematics / Computer Science/ Finance / Business Administration
Strong knowledge and experience on JAVA, databases.
Experience working on Windows server environment, UNIX environment is Big plus.