Senior Technical Operations Engineer

2 weeks ago

Cairo, Cairo, Egypt Beltone Financial egypt Full time

We are looking for a Technical Operations Engineer to join Beltone Holding, you will play a vital role in ensuring the smooth and efficient operation of the platforms and systems. You will work closely with the end users, and other technical teams to provide timely and effective technical support, troubleshooting, and issue resolution.

Job Responsibilities:

  • Acting as the second and third level of technical support, serving as the pivotal link between the initial call center support (first level) and the development team (third level) and/or the development team of an external software vendor (fourth level).
  • Maintaining a backlog of customer-reported issues to continuously ensure backlog issues are being addressed.
  • Conducting in-depth investigations, resolving issues independently, and confirming solutions with level 1 support or escalating to level 3 or 4 as needed.
  • Tracking defects and bugs systematically through the ticketing system, ensuring comprehensive documentation and monitoring their progress.
  • Cross-functioning between the team and various stakeholders, including security, developers, and network specialists, to identify areas of deficiency in the product and facilitate continuous improvement.
  • Proactively monitoring the system to anticipate potential problems before they are reported, taking prompt action to either resolve issues or escalate them to the relevant teams for resolution.
  • Participating in the evaluation and testing of software from inception to the go-live stage, allowing you to gain comprehensive knowledge of the product and provide effective support in later stages.
  • Perform root cause analysis of production errors and resolve technical issues.
  • Solid understanding of SDLC concepts.

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