Software Support Engineer
Micro Focus
Heredia
hace 3 días

At Micro Focus, everything we do is based on a simple idea : The fastest way to get results is to build on what you have.

Our software solutions enable organizations to do just that. Secure and scalable, with analytics built in, they bridge the gap between existing and emerging IT fast-

tracking digital transformations across DevOps, Hybrid IT, Security, and Predictive Analytics. In the race to innovate, Micro Focus customers have the clear advantage.

Our portfolio spans the following areas :

DevOps IT Operations Cloud Security Info Governance Big Data, Machine Learning, & Analytics

Responsibilities :

Provides technical support and expertise in the creation, tracking and delivery of software products, conducts, participates or drives technical research and collaboration with developers in the process, design, development, and usage of software development tools and systems.

Responsibilities may include leading a team or project in area of expertise, planning, supporting, coordinating, integrating, trouble-

shooting, and administering systems used as part of the Software Development infrastructure to control and release Software components.

Customer Support Engineer Application Support Engineer Technical Support Engineer Technical Support Engineer

This applies to the documentation, design, code, integration, test ware, testing activities, change control activities, release activities and

Process definitions as well as the tracking and delivery of Software products

This position is for an Application Lifecycle Management (ALM) Production Engineer

The primary product lines that you will be required to support are MF s ALM, Quality Center and Performance Center.

Key Responsibilities

  • You will be responsible for managing the ALM, QC and PC applications for our growing customer base
  • You will need excellent communication and time management skills to interface with DBAs, Network Administrators, Application Consultants, Client Managers and Customers to handle a multiple ongoing activities.
  • You will be responsible for managing MF SaaS customer ALM instances / farms. This will entail setting up new instances for customers, maintaining existing instances, setting up monitoring, troubleshooting performance and functional issues, patch upgrades, major upgrades, customer migrations and various other tasks necessary for supporting MF SaaS customers.
  • Work on a team with DBAs, Network Administrators, Application Consultants, Client Managers and Customers to handle a multiple ongoing projects.
  • Provides guidance and mentoring to less-experienced staff members.
  • Identify and document repeatable demand(product support) activities and support the SaaS SOC(service operation center) and Demand(product support) teams who will execute them.
  • You will provide technical feedback to Product Marketing and R&D.

    Need to be able to interact with different people from different technical background levels. Customers, Client manager and consultants who can be very technical.

    Must have excellent communication and writing skills to be able to easily convey an explanation via phone or email.

    Looking for an individual with aspirations and natural initiative to seek improvements in processes and look for weaknesses in delivery to build upon and improve processes.

    Looking for a methodical detail oriented person that can find ways to automate processes and make the team more efficient at what we deliver.

    Must be a team player and open-minded to new ideas and can detect work situations that could be improved upon.

    Looking for a self-motivated individual who can work independently and with very little supervision.

    Looking for project management skills, not only to lead activities with a team of individuals but also be very good with time management.

    Must have a great understanding of the software development and testing phases and methodologies commonly used in the market

    Qualifications

    Education and Experience Required :

    Typically, a technical Bachelor's degree or equivalent experience

    Key Task

  • 5+ years of professional experience and a Bachelor of Arts / Science or equivalent degree in computer science or related area of study;
  • without a degree, three additional years of relevant professional experience (8+ years in total).

    Knowledge and Skills

  • Well versed in all aspects of administrating ALM center suite (Application Lifecycle Management), Quality Center, and Performance Center across multiple platforms / installations
  • Able to communicate clearly and effectively, both written and verbally, in English
  • Able to advise on and influence customers to follow Best Practices and methodologies
  • Able to support customers through upgrades
  • Able to multitask across different accounts and prioritize tasks
  • Resilience and resourcefulness when solving complex problems
  • Ability to present solutions persuasively
  • Excellent team skills
  • May be required to work from home office if production system needs to be restored of services.
  • Desired

  • Well versed in all aspects of administrating Performance Center across multiple platforms / installations
  • Integration experience with third party products
  • ITIL Certification
  • LI-LV1

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