Senior Support Engineer (Java)

Location: Pune, India

Company

International technology group developing secure digital, financial, currency, connectivity, and IoT solutions for customers in 40 countries.

What you will do

• Act as the first point of contact for managed-service customers during local business hours and provide backup support in English across 24x7 operations.
• Identify, troubleshoot, and resolve customer-impacting incidents within SLA, owning logged requests through closure.
• Coordinate activities between customers and managed-service teams, including remote operations and certified operations teams.
• Prepare and present monthly service reports to customers.
• Support service transition, change planning, deployment, and customer-facing change management for new services.
• Contribute to continuous service improvement using information about services and products.

Requirements

• Bachelor’s degree and at least five years of experience in technical support, preferably in an international IT, banking, or mobile-operator environment.
• Ability to understand and support Java-based applications, with knowledge of Apache and Tomcat.
• Experience with telecommunications, mobile communications, application technologies, and IT technologies.
• Knowledge of Linux, preferably Red Hat, and Sun Solaris; base-level understanding of SQL databases, ideally Oracle.
• Experience with ticketing and monitoring systems, technical customer communication, and service reporting.
• Good spoken and written English and fluency in the local language are required.

Nice to have

• ITIL Foundation v3 certification.
• Knowledge of C7/SS7 signaling, SIM cards, and SMS-C protocols.
• Basic knowledge of virtualized environments such as VMware and Xen.
• Basic networking knowledge covering TCP/IP, firewalls, and load balancers.

Culture & Benefits

• Work in an international technology group with more than 14,000 employees across 40 countries.
• Collaborate across customer, remote operations, and managed-service teams.
• Operate in a process-driven environment emphasizing ownership, integrity, communication, service orientation, and problem solving.
• Participate in global customer support and service improvement activities.