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Application Engineer (Senior)

Location:  Atlanta
Stellen-ID:  17883

In a fast changing world, it takes pioneering spirit to create trustworthy technology. We enable secure connectivity and payment solutions for billions of people around the globe. At G+D Mobile Security, you will play a key role in realizing the digital transformation.

Senior Application Engineer

The Senior Application Engineer job is a technical job to manage day-to-day operations in cloud/data centers in all service delivery scenarios, primarily in regards to service requests, changes, incident and problem resolutions, and facilitation of second line support. The Application Engineer works closely with IT Stack and Database Engineers in Professional Services, and can work with Project Managers by being involved in service implementation as part of the project team and/or provide application support. Important skills for the Application Engineer are advanced technical and software application knowledge of services provided by Professional Services, as well as service management knowledge.

General accountabilities

 

  • Be the operational interface towards Design N’Architecture in regards to changes to standard packages, impact towards compliance fulfilment etc.
  • Installation, configuration, troubleshooting, integration of end-to-end solution
  • Documentation (project specific and internal) of end-to-end solution
  • Resolution of incidents and problems
  • Plan and execute changes, including coordination, planning and notification about changes
  • Test changes, including coordination, planning and notification about changes
  • Escalate incidents, problems and changes to R&D for third line support in timely manner when product changes or deeper analysis is needed
  • Meet SLA targets and service operations KPIs

 

General responsibilities

 

  • Participate as technical lead in customer meetings after project kick-off (supported by Project Manager) and for live customers (supported by Customer Service Manager)
  • Involve and align with Project Manager in Professional Services related to end-to-end service delivery and the impact on service operations, primarily covering handover and transitions procedures
  • Continuously work with and address improvements related to simplification in software handling and automation towards Design N’ Architecture in Professional Services and R&D in Mobile Security
  • Trigger problem tickets regarding monitoring and event management, such as incorrect or missing alerts
  • Perform needed or on demand health checks of services/solutions
  • Support Cloud & DC Manager with information to be used in capacity planning
  • Inform Regional Head Service Delivery & Operations and Global Resource Coordinator when unplanned work will impact planned work
  • Facilitate second line support / ticket handling / changes in collaboration with NOC
  • Perform regular documentation of service operations activities and ensure knowledge sharing within Professional Services
  • Maintain CMDB and knowledge base in accordance with processes and tools provided
  • Announce and plan maintenance windows to ensure visibility for NOC to maintain the change calendar
  • Provide technical input to Customer Service Manager in regards to incident and problem report creation
  • Support Customer Service Managers in SLA reporting to customers in regards to solution and other KPIs
  • Provide support to Customer Service Managers with input to maintain the service handbook and renewal of contracts
  • Provide input to compliance and informations security related reports requested from Information Security Manager and Service Quality Manager
  • Provide input regarding future and continuous needs in regards to new investments to maintain existing and future services to Cloud & DC Manager and Regional Head Service Delivery & Operations
  • Manage time in accordance with planned and assigned activities to ensure accuracy and quality in planning
  • Follow Professional Services global policies, procedures and tools
  • Meet compliance and information security requirements in Service Operations
  • Evaluate, improve and add applicable work instructions
  • Identify and address day to day continuous improvement activities towards Regional Service Quality Manager and/or supervisor for further action, related to tools, procedures and compliance fulfilment
  • Timely and accurate time reporting

General education and experience

  • University degree in Computer Sciences, IT or related technical/engineering field
  • Minimum of 8 years of application experience in similar position
  • Software development experience
  • Experience from working with automation/scripting related to software application
  • ITIL v3 foundation certification
  • Leadership and management experience
  • Experience in R&D and IT
  • Experience from incident and problem resolution as well as changes
  • Experience from installation, configuration, troubleshooting, integration of software solutions
  • Preferably Telecommunications and/or Payment industry experience
  • Preferably experience from working with automation/scripting related to software application

 

General knowledge and skills

  • In-depth understanding of complex software solutions
  • Advanced technical skillset in the software application area
  • Ability to integrate, install and configure software
  • Technical ability to understand service portfolio and mobile technology in general
  • Market trends (e.g. SaaS, Cloud, Virtualization, Digitalization)
  • Project management skills
  • Ability to troubleshoot software
  • Knowledge of relevant market technologies in secure environments
  • Service specific knowledge related to payment, telecommunication and OEM solutions
  • Knowledge of ITIL processes and Service Management
  • Basic understanding of software development processes
  • Ability to work under pressure
  • Very organized and quality conscious
  • Solution oriented mindset
  • Team player
  • Drive for self-learning and improvement
  • Ability to adapt to changes
  • Ability to follow given processes, procedures and work instructions
  • Strong verbal, written communications and listening skills
  • Fluent written and spoken English

$$ Giesecke+Devirent Mobile Security America, Inc. endeavors to make www.gi-de.com/en/careers/jobs accessible to any and all users.  If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Human Resources at (703)480-2300 or hr-us@gi-de.com. 

Giesecke+Devrient Mobile Security America, Inc. is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

 $$  $$ $$ $$  $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=17883&career_ns=job_application

We are looking forward to receiving your application!

Giesecke+Devrient Mobile Security America, Inc.
45925 Horseshoe Dr, Sterling, VA 20166
www.gi-de.com/careers
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My team is shaping the future of IoT security.
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Nearest Major Market: Atlanta