Job Description
Ensure that service targets and SLAs are met and maintain high support service
quality.
Take ownership of incidents and requests, working directly with the users and/or
platform support team to investigate, troubleshoot, debug, and resolve technical
issues arising from their service use.
Provide regular status updates on incidents assigned and coordinate with the
members of the global support team
Build and maintain a thorough understanding of the vendor product, its deployment,
and how customers use the software and services.
Coordinate/escalate with internal teams to ensure practical and efficient incident
investigation and resolution. Various teams are - global support team, application
support, Rapid Response Team (RRT), QA, Operations and DBA, Business/domain
support, Development, Platform team, ID management team, Delivery, Service
Management, third-party vendor.
Participate and contribute in cross-functional war rooms, lead war rooms where
needed in issue resolution
Work within the systems and procedures to ensure the successful delivery of Orion's
support across a growing user base, maintaining service integrity.
Create or review technical assessment and root cause analysis documents
Contribute to and improve Orion's knowledge systems through authoring and
maintaining knowledge collateral, including troubleshooting and how-do-I guides.
Assist with unexpected events or failures which limit customer(s) use of the product,
work to restore services rapidly, and effectively communicate to the customer to
maintain their confidence.
Investigate and diagnose issues arising with the Azure resources used to deliver the
service, act, or escalate where necessary.
Mandatory skills
Should have strong knowledge in Azure cloud engineers,
Strong Knowledge in PowerShell
Good experience with App insights,
Strong Knowledge windows server/IIS
About Company
Orion is a leading digital transformation and product development services firm. Headquartered in Edison, NJ, we have a global team of 6400 associates, with engineers in 14 major delivery centres across North America, EMEA, APAC and LATAM. For over 30 years, Orion has been solving complex business problems for our clients. Our transformative business solutions are rooted in digital strategy, experience design, and engineering, empowering our clients to operate with agility at scale. Our Mission is to be a trusted partner who inspires and accelerates digital innovation. We work with a wide range of clients across many industries including hi-tech, telecom and media, professional services, financial services, healthcare and life sciences, sports and entertainment, and education. Our business has more than tripled over the last three years. We have grown aggressively both organically and inorganically, adding new clients, complementary skills, domain expertise, and strengthening our global footprint.
