Solution Engineer

• Validate and manage incoming customer inquiries within response SLAs. • Investigate and resolve incidents and defects, aiming for first-time resolution. • Perform first-line remediation activities, such as user creation and password reset. • Drive tickets to resolution within agreed SLAs. • Create and update problem records and knowledge management articles in English. • Support customers in monitoring technical operations and performance. • Collaborate with other support tiers to resolve trouble tickets within SLAs. • Escalate and re-prioritize tickets based on customer requests or possible SLA violations. • Resolve tickets with final resolution statements in English. • Coordinate with other support desks or application management teams. • Create standard responses in English. • Act as the main interface between customers and internal organization. • Administer application accounts, users, and security. • Monitor application performance and optimize where possible. • Diagnose and resolve application problems or escalate as needed. • Update and patch applications, modules, and interfaces. • Identify security issues and improve policies and measures. • Perform application health checks and execute recovery procedures if needed. • Record and maintain changes to application configurations. • Ensure application availability and reliability as per customer SLAs. • Handle incident, problem, configuration, and knowledge management processes. Requirements • Bachelor's degree in Computer Science, Engineering, or related field. • Expert knowledge of utility software applications. • Strong communication skills to convey technical information to diverse audiences. • Ability to work autonomously and collaboratively in a team. • Knowledge and experience of ITIL principles. • Excellent verbal and written communication skills. • Experience with ticketing systems like ServiceNow, Maximo, Remedy, etc. • Multilingual language skills are advantageous, with native proficiency in English. • Technical skills to provide solutions for technical inquiries. • Service-oriented mindset to ensure exceptional customer experience. • Understanding of customer needs and ability to support solutions accordingly. • Proactive attitude in addressing customer requirements. • Ability to handle sensitive and confidential information. • Attention to detail, fast learner, and excellent communication skills.