Experience:

• 15 years of Polarion Support experience, with at least 3 years supporting a customer Production instance
• Engineering degree or equivalent experience from a reputed university
• English proficiency and the ability to produce clear documents are required. Outstanding analytical, communication, and organizational abilities
• Ability to communicate complex technical concepts clearly and effectively
• Contributes to process improvement in Application support and maintenance, providing feedback on the use of processes, systems, and tools in real world situations
• Focusses on mentoring others to improve technical delivery & support across the business, proactively sharing knowledge to transfer expertise
• Understands common software development principles and lifecycle
• Ability to quickly adapt to a changing environment

Roles and Responsibilities:

• Tackle L2 tickets on the application
• Apply patches on Test, UAT and Production Server
• Document root cause analysis of issues
• Reach out to GTAC for Product Issues and raise IRs
• Communicate with users on issues
• Co-ordinate with the Implementation team for L3 issues
• Provide workarounds to issues
• Work in shifts to support 24x7 customers
• Develop Knowledge Management database for solved issues

Mandatory Skills:

• Polarion installation & Configuration
• Working experience with web applications, client-server architecture
• Mentoring of junior team members
• Strong analytical and trouble shooting skills
• Has a systematic way to solve problems
• Should be able to perform root cause analysis and arrive at the right solution
• Excellent verbal and written communication skills
• We require a Good Team player, Learning attitude - willing to learn new things
• We need a candidate with Basic Linux and Windows Operating System knowledge

Certifications:

• ITIL
• AWS Cloud Certifications

Good to Have Skills:

• Ability to automate some of the tasks
• Scripting knowledge would be useful
• Polarion implementation / customization experience
• DBA knowledge on PostgreSQL
• Knowledge of cloud-based hosting & Knowledge of AWS
• Good understanding & knowledge of ALM processes
• Working experience with ALM or Requirements Management or Test Management applications
• Experience / knowledge with Apache Lucene
• Use Pareto or 5 Why or any other Industry technique for root cause analysis
• Technical competence required in Polarion ALM is helpful, however experience with competitive solutions such as Jira, IBM Rational Doors etc. may be considered
• We need a candidate Working experience in an Agile environment
• Working experience with Git / SVN