Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.
We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!
Job Description
Provide L3/L4 support to customer on application functioning and architecture.
- Experience building scalable, resilient, and observable distributed systems troubleshooting
- Application/Product Issues troubleshooting and analysis within Service level agreement and forward it to concern teams.
- Understanding of product functionality (technical and functional) to resolve customer issues.
- Interaction with customer to understand the issues/queries through electronic mechanism or over phone call or sometimes on-site visits.
- Document and summarise the results of the issues, analysis, and escalated problems.
- Document and follow-up of customer suggestions for continued improvements to internal systems and products systems/portals.
- Seek opportunities to increase customer satisfaction and enhance client relationships.
- Understand each client's business process workflow, organisation, and goals.
- Focus on performance and scalability of the software and continuing changes.
- Detailed case management of software related issues.
- Manage multiple client calls and emails, escalating when needed.
Ensure that client systems are operational, and in case of any loss of services, making sure that services are restored.
Educational Qualifications & Experience:
- Bachelor's degree in computer science /IT or appropriate equivalent [MCA, MCS, BCS -computer] etc.
- Minimum of 1 – 3 years' experience in a product/application support environment.
- Candidates ready to join as soon as possible within 3-4 weeks' time.
- Ready to work in support in 24X7 rotational shift
- You will work hybrid -Work from Office
- You will report to Technical Support Manager
Skill Requirements:
- Good understanding of Java programming and database concepts required.
- Good understanding of Database skills and SQL query building required.
- Must have Good in English
- Good Pharma or related manufacturing process knowledge
- Have knowledge of Rockwell's Factory Talk Production Centre or/and PharmaSuite will be an added advantage.
- Experience on at least one MES application software will be an added advantage.
- Knowledge of MES business and manufacturing process will be an added advantage.
- Willing to work in 24/7 shifts and Rotational Week-offs environment and ability to work in a flexible schedule.
- Understanding of client server-architecture will be an added advantage.
- Familiar with troubleshooting performance, network, or hardware related issues.
- As well or as a team member.
- Communicate issues and resolution to resolve customer problems.
- Expected to be client centric as a work culture.
Travel, On Call rotation, etc.
Benefits:
The ability to collaborate with, learn from colleagues in a complex, global organisation.
We provide a working environment with a creative company, paired with a great compensation package, great benefits, and a supportive atmosphere where you can sharpen with new challenges and development opportunities.
Corporate Social Responsibility opportunities,
Support from our 24/7 employee assistance program.
We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.At Rockwell Automation we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right person for this or other roles.
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Rockwell Automation’s hybrid policy aligns that employees are expected to work at a Rockwell location at least Mondays, Tuesdays, and Thursdays unless they have a business obligation out of the office.
