Purpose of the position
The position is to assist the customer to use and get maximum benefit from their Automation Technologies by responding and resolving issues raised within the time frames specified in the service level agreements.
There is a secondary role of commissioning new Automation Technologies for customers.
Key Accountabilities :
Customer cases management
Respond to customer support requestm understand the situation, ascertain the operational impact of the issue and negotiate a priority rating.
Collect logs and perform root cause analysis on reported cases.
Provide work around to the customer to mitigate the situation and restore operation capability. Perform fixes and / or liaises with software engineering team to obtain a fix in the software bugs.
Perform administration of the Linux OS, versioning, release management and deployment of software configurations and its binaries for large clients numbers.
Support QA testing to aid software bug fixing processes
Communicate with customer on case resolution and its progress. Assist customer to close cases and provide feedback about their views on the service provided to them.
Document customer and internal engineering support request and resolution.
Automation project engineering
Perform project task assigned by the project manager, including but not limited to : Communications between customer and engineering for the alignment of the engineering implementations in software.
Perform configurations, installations, integration, simulations, testing, deployment, commissioning, handover and site validation.
Degree in Information Technology or Engineering
Has relevant 2 to 3 years experiences in software management and / or software implementation and / or software QA
Conceptualise a situation / event from verbal or written description
Conduct thorough and comprehensive root cause analysis
Able to communicate technical details to engineers and also to layman
Attention to detail and be meticulous
Independent in the role
Knowleage in Linux operating system and programming competency SA1 is a must
Virtualisation and / or database and / or real time and / or cyber security competencies is an advantage
Willing to learn new Automation Technologies
Willing to travel