Associate Support Engineer
- Duck Creek
- 2 - 5 Years
- Mohali, Chandigarh
- 4 years ago
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Job Description
JOB DESCRIPTION
Job Title: Associate Support Engineer
Reports To:
SUMMARY
The Associate Support Engineer will assist the Managed Services team in driving resolution of client issues and requests. Also responsible for Data analysis and SQL Development / data extraction, understanding business requirements and create and execute complex database solutions for manageability, scalability and performance.
ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES
- Communicates directly with Customer Service Managers to provide status updates in a timely manner for high priority items and request tracking workflow with assistance of the Sr. Associate Support Engineer or higher.
- Qualifies incidents submitted by third-party implementation teams or customers by identifying gaps in the details of incidents and gathering information
- Works within DCOD environments to replicate and triage incidents reported submitted by third-party implementation teams or customers
- Leverages Duck Creek tools & 3rd party utilities to triage reported incidents
- Provides workarounds or solutions to third-party implementation teams or customers based on analysis during the analysis process
- Escalates functional issue deemed to be base code defects to the proper Engineering teams
- Applies SQL or XML scripts in DCOD environments to align data
- Identifies trends and patterns of reported data fix requests
- Identifies ways to automate processes regarding data fix requests or develop utilities to assist in the Managed Services process
- Serves as on-call Support Engineer in a 24X7 support model for after-hours emergencies as needed to triage Severity Level 1 incidents
- Keep abreast with product enhancements and features.
- Performs other related duties and activities as required
- Requires minimal direction and moderate oversight
- Performs other duties and activities as needed
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
QUALIFICATIONS/REQUIREMENTS
Education and Work Experience:
- Bachelor's degree in Computer Science, Computer Information Sciences or related degree related work experience can be substituted for educational requirement
- Work Experience: Minimum 2 year
Specialized Knowledge, Skills, and/or Abilities:
- Demonstrates proficiency in the following competencies:
- Must have good knowledge of PL/SQL and SQL Database
- Analytical ability and perform root cause for key incidents
- Ability & flexibility to work in a 24X7 support model
- Knowledge of Develop and maintain SQL Server Integration Services (SSIS) packages
- Knowledge of Develop, maintain and enhance SSRS reports, queries and data exports
- Knowledge of XML, XML Schema, XSD and XSLT/Path, also read node via SQL
- Able to debug, trouble shoot DB objects & write complex SQL queries to analyze the issue
- Knowledge of Webservices / API tools (SoupUi/Postman)
- Ability to operate independently with minimal guidance in focus area
- Communicate and coordinate with other work streams
- Installation and incident troubleshooting experience
- Replication/qualification of reported cases
- Understanding of Incident management and resolution
- Understanding new feature release details
- Demonstrates awareness in the following competencies:
- Java or similar IDE /
- Experience with Agile development methodologies and tools (Saleforce/Service Now)
- Must be a team player who works well with technical and non-technical resources.
- Insurance domain knowledge
- Knowledge-based contributor
- Continuous integration practices and willing to learn new things.
- Azure Test Labs or equivalent VM knowledge
- Creating training modules and maintain process documents
Other Requirements:
- Travel: 0-10%
- Special Work Hours: After-hours On-Call Support Engineer for emergencies as needed to triage Severity Level 1 incidents
- Work Authorization: Legally authorized to work in the country of the job location.
- Physical: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.
Employement Category:
Employement Type: Full timeIndustry: Gems & JewelleryFunctional Area: ITRole Category: Software EngineerRole/Responsibilies: Associate Support EngineerContact Details:
Company: Duck CreekLocation(s): Mohali, Chandigarh+ View Contact
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Duck Creek
Duck Creek Technologies India LLP Duckcreek Technologies is a leading provider of comprehensive P&C insurance software and services for insurances of all sizes worldwide. Employing progressive technology, our solutions enable insurers to optimize outcomes and enhance engagement through advan...
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