As a Custom Pak® Designer Developer/Support & Test Engineer specializing in Web Portal Support, your primary responsibility will be to ensure the smooth operation of our Custom Pak® Designer portal hosted on the Amazon Web Services (AWS) cloud platform. This role requires a strong focus on providing timely and effective support to users, as well as collaborating with cross-functional teams to maintain the portal's availability and performance. Additionally, the job requires development activities and performing QA testing on JIRA stories from regular sprints.
Essential Job Functions - User Support:
- Provide responsive and effective support to end-users, addressing issues related to the Custom Pak® Designer promptly.
- Ensure response and resolution times meet SLA requirements
- Collaborate with customer support teams to understand user concerns and feedback.
- AWS Infrastructure Management:
- Monitor and maintain the AWS infrastructure supporting the Custom Pak® Designer portal to ensure high availability.
- Respond to alerts and incidents promptly, troubleshooting and resolving issues to minimize user impact.
- Communication:
- Communicate with users, both internally and externally, to provide status updates on reported issues and resolutions.
- Work closely with cross-functional teams, translating technical details into user-friendly language.
- CommExNow ticket/Incident Resolution:
- Investigate and resolve incidents related to performance, functionality, and user access.
- Collaborate with development teams to escalate and address complex technical issues.
- Sprint:
- Perform QA testing on JIRA stories from regular sprints.
- Actively participate in Sprint Retrospective sessions to identify and initiate process improvements (continuous improvement).
- Documentation:
- Maintain comprehensive documentation of support processes, issue resolutions, and user interactions.
- Create and update knowledge base articles for common user queries.
- Training and Education:
- Provide training and support materials for users to enhance self-service capabilities.
- Conduct training sessions for internal teams on common user issues and resolutions.
Standard Minimimum Requirements
- Education: Bachelor’s degree or equivalent years of applicable experience
- Experience:
- Min. 0-1 year of IT experience preferably with some familiarity of Medical devices and commercial applications
- Hands on experience in developing user stories in a connected web-based application applications
- Ability to build strong relationships and communicate with a breadth and variety of internal and external stakeholders.
- Ability to work with others in Agile high paced, fluid, multi-cultural and multi-disciplinary team
- Programming Languages : Python, Java
- Cloud Computing, AWS, CI/CD Pipelines,Development with AWS Services, Security, Deployment
- Web-Development :
○ Front-End Technologies: Angular Typescript, HTML, CSS, Javascript, React JS
○ Back-End Technologies: Node JS, Express, FastAPI - Working experience using AWS cloud, EC2, S3, Lambda, PostgreSQL, Python, AWS Cloudwatch, AWS X-Ray, PGAdmin, microservices, API and other AWS services, Agile tools: Jira/ Confluence, Testing tools: Q-Test/Tosca is a bonus
Language
Proficiency in English, including reading, writing, understanding, and communication, is required.
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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital status, disability, or any other reason.
