Software Engineer

Job Description:

Job Title – Software Engineer

The Support Engineer is an energetic team player with attention to detail, and willingness to take ownership of assigned issues. This delivery-oriented candidate demonstrates exceptional problem-solving skills while producing value added results. You will develop strong relationships with the internal customers that your team supports, partnering and collaborating with them for immediate problem resolution.

The Value You Deliver

• Troubleshooting of Issues at quick pace and deeper as needed

• Stakeholder communication and abilities to work with customers external to Fidelity for product delivery needs

• Learning the nuances of the legacy application and be willing to work with development teams

• Must be willing to do all levels of work including On-Call support

The Purpose of This Role

The Customer Support Engineer team members serve as level 2 supports for the XTRAC user base and act as the primary liaisons between our users and the XTRAC Operations, Development and QA groups.  They are responsible for managing the customers’ expectations regarding tactical issue resolution and minor system enhancements that have been approved by the Product team.  The CSE’s coordinate scheduling of work for customer requests and communicate customer requirements to various Production Support Teams in APS (Advanced Process Solutions).  In addition to direct customer communication, the team is responsible to keep Senior Management apprised of ongoing issues and potential escalations. 

The Skills You Bring

• Your collaborative working style with strong interpersonal and relationship management, and analytical skills

• Good analytical and expertise in problem resolution and project management

• Your ability to take initiative, ownership and deliver results

• Your ability to work on agile framework

• Willingness to learn and adopt new technologies and Domains

• Experience with Microsoft Office tools

• Experience of UNIX/LINUX

• Knowledge of Datadog, any cloud platform desirable

• Knowledge of Database SQL script writing is a plus.

• Experience in Workflow product “XTRAC” an advantage

Behavioral attributes   

• Effective Communication and presentation skills and ability to work with the global teams

• Ability to work effectively in a team environment in a cooperative spirit

• Ability to work in fast paced, highly demanding environment

How Your Work Impacts the Organization

The purpose of Advanced Process Solutions (APS) is to ‘make service simple’. Provides technology, tools & techniques to enable Fidelity and its clients’ digital service excellence. With process re-engineering services and a standardized toolkit with the latest process management and digital service technologies, APS enables Fidelity, its associates and its clients to run efficiently and deliver a frictionless experience from start to finish. APS team is involved in managing the infrastructure for Robotic Process Automations and maintaining, developing XTRAC workflow engine. XTRAC is Fidelity's workflow product. It uses configured business rules to automatically route work items to the right people, for processing. Work items are defined to take a path that mirrors the company’s business operations, with different paths for different types of work. Using XTRAC, people inside the organization can initiate work from customer requests, attach notes, correspondence, and documents, and split, transfer, link, or suspend work items 

The Expertise You Have

•   Incident Management – Work directly with customers on the identification, isolation and timely resolution of system and applications issues and service requests in production and/or non-production environments. Provide technical expertise in replicating and resolving customer reported issues.  Essential skills include XTRAC product knowledge, BU workflow knowledge, analysis of the reported problem, developing SQL queries and strong working knowledge of XTRAC application logs.  The team will effectively communicate the analyses to our business partners. 

• Disaster Recovery Management – Responsible for Managing Pendulum Disaster recovery every 6 months

• Problem Management – Responsible to ensuring appropriate follow up occurs after an incident to prevent issue from reoccurring, including documentation, submitting RTCs for defects or enhancements to the product, as well as seeing that those make their way in to the product backlog for future releases and eventually into the customers who need them.

• Rotational On-call Support

• Customer communication – Proactive System outage and upgrade notification closely coordinated with relationship managers for external customers.

• Consultation – Provide application knowledge to XTRAC Administrators and commercial users, Integrated Application developers, Business Unit (BU) test teams and BU Project Managers as they plan and implement new features within the XTRAC product suite.  Development documentation is available on the XTRAC web page, but this team provides consulting services for questions and issues that arise.

• Customer Advocate – Represents customer’s requirements and expected use of new features being developed or being considered for development by the XTRAC Product team.  The team will consult with the XTRAC BU’s as necessary to ensure new features well understood by the customer/user and will meet expectation.

Education and Experience

• 3+ years of IT/Operation experience

• B.E. or MCA

Location: Chennai

Shift timings: 11:00am to 8:00pm

Certifications:

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