Position Overview
Maintenance and Support (M&S) Engineer for DN Vynamic View (VV) Meeting contractual SLA timelines Manage end-to-end software production support for: Malaysia local customers using VV Regional APAC customers using VV
Organizational relationships:
This position reports into Area M&S APAC. The role will be working closely with:
CIMB Bank and other Malaysia VV customers Regional and global M&S, product management and R&D GC and local area maintenance and support GC and local area professional services Country managers, account managers and sales DN Services engineers and quality representatives External vendors and customers
You are responsible for
Meet contractual obligations for software customer support for specified portfolio and area by direct contribution and also enabling other team members Identify root causes from production problems in software applications based on customer feedback, logs, analytics, etc. Provide client support and technical issue resolution via email, video chat, phone, onsite and other formats Test and verify software to ensure that it meets specifications and requirements, analyzing and recording test data Modify software configurations to meet documented requirements Direct involvement in presales and scoping efforts to estimate costs and to help identify any potential service gaps Review statement of work (SOW) to ensure corporate policy and alignment is achieved across software group Review and provide edits to maintenance and support terms and conditions for the DN software portfolio and global approved support service levels Develop training materials and procedures, and/or train users in the proper use of software Observe system functioning to verify correct operations and detect errors Direct regional support engineers or other technical support personnel as needed Interacts with support engineers and the customer, when the customer’s issue cannot be resolved directly by first level support Provides technical assistance and support to customers if issues are encountered Analyzes issues as described by the customer through log files, testing, reverse engineering and determines the best course of action to resolve Builds and tests possible solution, deploys it to the client’s environments, and validates the resolution Provides status updates to clients on a regular basis and maintain unique ticket status by proactively following up Utilizing corporate ticket tools to manage customer expectations on ticket responses and resolutions Includes all appropriate departments to facilitate a successful resolution to any client issue
Qualifications
Bachelor degree or above in computer science, computer engineering or equivalent A minimum of 7 years professional qualified experiences in a medium or large private or corporate practice with minimum of 4 years with software experience in bank or ATM industry People manager with excellent communication skills Self-motivated, responsible problem solver Strong analytical skills and task management skills Able to meet tight deadlines with great time management skills Excellent written and verbal communication is required to communicate with internal and external customers. Provide reports and facts to support individual and team KPIs Ability to manage expectations of self and others Excellent positive customer service skills Able to go to customer site and travel oversea with short notice
Why should you join Diebold Nixdorf?
Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
