Tech Mahindra Hiring For 2024 | Associate Software Engineer | Apply Here !!

Job Description

Key Tasks:

1) Case Solving – on Portal and Expert Chat:

• Resolve known errors by means of documentation – SAP Notes, Knowledge Base Articles, solved customer incidents, documentation, WIKI, or verifying customized entries or hardware parameters.
• Perform root cause analysis and provide solutions in complex environments for specific fields/areas.
• Achieve a high level of customer satisfaction through individual case work.
• Escalate on time and good quality – keep incidents aged days to a minimum.
• Enterprise Support KPI adherence.
• Very High incident handling.
• Maintain and follow your personal development plan by attending e-Learning Lessons and Remote Learning Sessions, Classroom Training, Coaching, and on-the-job training.
• Participate in weekend support activities as required.
• Provide extended and 24-hour coverage if required.
• Report errors to development organizations.
• Involvement in case reduction tasks like the creation of Knowledge Base Articles and notes, contribution in community and forums.

2) Knowledge Transfer:

• Coaching and Mentoring.
• Continuous Knowledge Management contribution by Creating Knowledge Base Articles and WIKI Documents.
• Deliver standard application/technology trainings and workshops.
• Perform knowledge transfer to internal staff and external customers & partners.
• Produce e-Learning Content (Forums/Wiki to help with incident deflection).
• Drive the creation of Knowledge in the area of expertise and drive proactive proliferation of knowledge created externally and internally.

3) Additional Tasks:

• Product specialization – be a product expert in at least one product area.
• Develop deeper technical skills like reading code/debugging/creation of small corrections where applicable/SQL.
• Work as a functional expert in de-escalation and war rooms (Engage in critical customer situations – e.g., CIM escalation, account escalation).
• Participate in internal projects driven by internal requirements.
• Be involved in CoE/IMS activities driven by business requirements.
• Take initiatives improving team’s performance and efficiency.