Senior Engineer - Desk Side Services, AMT Asset Management Software

Job Summary

Internal Key Responsibilities:

• Monitor command centre dashboards, alerts, and ticket queues.
• Log, update, categorize, and assign incidents and service requests in the Service Now.
• Perform basic triage and escalate issues to L2 teams as per SOPs.
• Track ticket aging and highlight potential SLA breaches.
• Vendor coordination for Field Engineer alignment and Support field service dispatchactivities and coordinate with the Field Engineers to work on user’s Requests.
• Provide accurate status updates to stakeholders and during shift handovers.
• Ensure proper documentation and closure of tickets.
• Excel Reports and PPT creation skill.Required Skills:
• Basic knowledge of Incident and Request Management• Familiarity with ITSM tools (Service Now)• Understanding of Windows System / End-user support fundamentals• Awareness of SLAs, priorities, and escalation processes• Good MS Excel, Power Point and communication skills• 1–2 years experience in IT Support / Service Desk / Field Operations• Willingness to work in rotational shifts (Mainly UK & US Shift)

Key Responsibilities

1. Maintain And Enhance Existing Asset Management Features By Troubleshooting Bugs And Resolving Ad-Hoc Requests, Ensuring High-Quality Code In Compliance With Business And Client Requirements.

2. Deliver Client Support Through Data Presentation, Ticket Resolution, And Daily Monitoring Of Client Needs, Ensuring Timely Completion Of Tasks In Accordance With Defined Quality Standards.

3. Create And Maintain Documentation For Cmmi Processes And Client Requirements To Facilitate Enhancements And Ensure Compliance With Operational Standards.

4. Provide Technical Guidance And Support To Junior Developers, Fostering Their Growth And Ensuring Adherence To Best Practices In Asset Management Services.

Skill Requirements

1. Proficient In Asset Management Services With A Strong Understanding Of Support And Operations Processes.

2. Familiarity With Coding Standards And Best Practices In Software Development.

3. Strong Analytical And Problem-Solving Skills To Troubleshoot And Resolve Issues Effectively.

4. Excellent Communication Skills To Interact With Clients And Team Members.

Other Requirements

1. Optional But Valuable Certifications In Itil Or Asset Management