Working as a Server Support Engineer for Business Critical units like Synergy, Superdome and Integrity servers.

Supervises, coordinates and maintains on a daily basis, the levels of service agreed with and expected by the customer (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided. Responsible for tracking and reporting on internal workmanship and external customer defects to operators, team leaders, and managers. Work with Analyze defect data in order to identify root causes and implement action plans to prevent future defects and to produce 'best in class' quality work.

Analyze customer issues and develop necessary actions and ensure optimal levels of customer satisfaction to provide appropriate support for same. Administer all resources and ensure delivery of product fixes within time frame. Manage all customer issues and if required escalate it to required departments. Assist all junior engineers in complex cases and evaluate products for customers. Manage requests from internal and external clients and resolve it through email and phone. Maintain accurate customer documents and prepare reports for all issues and resolutions. Administer all contractual obligations for clients and escalate issues if required.