Customer Care Engineer
hace 2 días
**About us**:
Micro Focus is one of the world's largest enterprise software providers, delivering the mission-critical software that keeps the digital world running.
We combine pragmatism, discipline, and customer-centric innovation to deliver trusted, proven solutions that customers need in order to succeed in today's rapidly evolving marketplace.
** **_That's high tech without the drama_
**About the role**:
**_
**Responsibilities**:
- **
- Incident Management: Resolve single
- Escalation Management: identify, manage, and lead escalations via established processes.
- Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
- Change Management/Implementation: Independently review, implement, and verify changes/solutions of high complexity and risk to meet customer needs.
May lead or participate in a Change Advisory Board.
- Configuration Management: Oversee configuration management processes, resolve issues, and implement processes to improve efficiencies.
Quality: May provide feedback/influence change in internal and/or vendor-provided products/service offerings.
- Project Management: Participate, propose, and/or lead customer and internal projects across technology customers and/or internal businesses/end users' areas, including transformation.
Teamwork: Work as part of a global, and/or multi-functional team.
Lead teams which address operational processes and policies in work area.
Seen as a resource and may mentor less experienced team members within the team in one or more technical
- /operational policies/standards or business areas.
Is a trusted advisor inside and outside the team/technology area.
- Contract Knowledge: Demonstrates comprehensive understanding of contract obligations across business area.
Provides guidance to others to meet contract obligations.
- Mentor less-experienced team members on all areas of Applications Management work.
- Capacity and Performance Ensures that the Capacity Management process and working practices are effective and efficient.
Evaluates the impact of proposed changes on the capacity design and plan.
- Business Continuity Responsible for activities involving damage assessment, co
- ordination with other recovery teams, deciding on recovery steps to take, maintaining records, and providing recovery status reports.
**_
Education and Experience Required:
- **
- Bachelor's degree in Computer Science, IT Service Management, Engineering, Business, or related field or equivalent work experience.
May have Master's degree in related field.
Often holds entry-level certification(s) in work field.
- May hold intermediate-level certification(s) in work field.
Typically 5+ years of relevant experience.
**_
Knowledge and Skills:
- **
- ITIL Intermediate level Certified.
- Knowledge of ISO20000.
- (developing) understanding of other technology sub-areas.
- General understanding of related technologies.
- (strong) Customer Service General Project Management.
- (developing) Influencing Others.
- (developing) Customer/Vendor Management.
- (developing) Business Analysis.
- (developing) General Financial Management.
- Strong communications skills; good presentation skills.
- Client-facing interpersonal skills.
Able to lead Applications Management delivery.
**#LI-GM1**
**Job**:
Services**Micro Focus is proud to be an Equal Opportunity Employer.
Prospective employees will receive consideration without discrimination because of race, colour, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, genetic information, citizenship or any other legally protected status
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