.NET Engineer Senior

hace 1 día


San Vicente Ferrer, Colombia Softtek colombia A tiempo completo

**.Net Engineer Senior**

**About Softtek**

Founded in 1982, Softtek is a global provider of process-driven IT solutions with 30 offices in North America, Latin America, Europe and Asia. With 15 Global Delivery Centers in the U.S., Mexico, China, Brazil, Argentina, Costa Rica, Spain, Hungary and India. Softtek helps improve and produce predictable outcomes for top-tier corporations in over 20 countries. Softtek is the creator and a leader of the nearshore industry.

**Requirements **

Must to have experience:

- Experience with support and version upgrades with any SaaS Software.
- Interaction and understanding of business needs.

Nice to have experience:

- Experience supporting COUPA.

**Responsibilities **

Level 1 Support:

- Resolution of Incidents and Service Requests.
- Coordinate with Level 2 and Level 3 teams to assign tickets accordingly.
- Metrics and KPIs reports.
- Ensure correct tracking of tickets in ServiceNow.
- Standard Operating Procedures Creation and Certification process.

Level 2 Support:

- Process Requests Fulfillment.
- Incident Management. Track instability through P3/P4 incidents and assign tasks when appropriate.
- Change Management. Open changes, approve, validate.
- Configuration Management.
- Vendor Management (3rd party vendors follow-up requests until resolution).
- Assistance with capacity, performance and monitoring tools.
- Review existing monitoring thresholds and make recommendations for improvements.
- Create/Track Production checkouts/ health checks reports.
- Integration with SQA Services to simplify product upgrades and patch management.

Service Improvement:

- Automation, Shift To Left. Improve delivery against Service Levels.
- Adherence to IT processes according to ITSM guidelines.
- Ensure good quality on all tickets, including incident resolution description, correct CI, proper category, etc.
- Write Knowledge articles for common issues and assist on publishing it.
- Ticket reduction will be expected after full process maturity.

**Required Languages**

English Fluent Advanced 96 - 100 %

**Possible Job location(s)**

Remote, Colombia.

**Talent Attraction Specialist**

**.Net Engineer Senior**

Tipo de puesto: Tiempo completo

Salario: $1 - $2 al mes


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