L3 Software Support Engineer

at  Glory Global Solutions

REGION: IBHQ

REPORTING: L3 Software Support Manager
LOCATION: Seeking candidates who are with a commute from Glory office in these locations:
Torres Vedras, Portugal / Madrid, Spain / Chicago, IL

DESIRABLE TECHNICAL SKILLS:

• Software development skills for Java and JEE
• Familiarity with High Availability / Disaster Recovery Concepts such as load balancing, failover, and experience with Application servers
• Experience with configuration / deployment of Terminal Server, Citrix, Xen Apps server
• Experience with database infrastructure basics (SQL and Oracle)
• Knowledge on Network security (SSL cryptography) and AD identity management
• Knowledge of bank branch processes
• Familiarity with Linux
• Familiarity with C++ and .NET
• Proficient with various software tools, such as Office, Teams, SharePoint, etc

ROLE PURPOSE

To provide routine L3 technical coordination and support to the Global Software Solutions Team, regional Connectivity Teams, and customers by operating and maintaining agreed support processes, providing reports, and supporting the Global Software Solutions Team in their role of driving the development of the Glory Global Solutions group-wide software solutions and supplier management

MAIN RESPONSIBILITIES

• Investigating reported issues through analysis of application server logs, database logs, and Windows and Linux server logs
• Recreates minor field problems for verification and analysis enabling quick resolution for customer or for further escalation as needed
• Performs software testing to confirm resolution of fixed issues and verification of new product releases
• Works with L3 Hardware Product support groups to resolve Glory software issues
• Works between the regional Connectivity Teams and Engineering to confirm and prioritize issue for the development roadmap
• Provides software support and is subject matter expert to internal Glory associates for software products developed and marketed by Glory Global Solutions
• Administers and maintains defect tracking systems and provides status reports as needed
• Provisions user access and software license key management.
• Develops custom reports for defect tracking systems (as defined)
• Partners with Technical Writers to produce end-user product documentation
• Reviews release notes and confirms functionality matches to release documentation
• Prepares information for software releases to Glory Regional Connectivity Groups
• Prepares training materials for use by Glory Software Team and regional Connectivity Groups
• Aids in the development of KPI’s for external software suppliers
• Supports other activities of the Global Software Solutions Team as assigned

MANAGERIAL ACCOUNTABILITY

§ May assign tasks/direct associate engineers and technicians.
§ Plans and co-ordinates detailed aspects of engineering project work.
§ May assist with and/or prepare project scope, budget and schedules assignments.
§ Assists with proposals to provide professional services and/or seeks funding for engineering projects/programmes.