Technical Operations Engineer

The Role

We are looking for a Technical Operations Engineer to research and diagnose internal software system issues and requests. You will be part of a multi-functional team working closely with individuals and teams, including Product Owners, Software and Data Developers, Dev Managers, and Account Managers. Need to also be able to work directly with Help Desk associates to quickly triage issues and resolve in a production environment. Daily work items are communicated via an internal ticketing system to determine work queues and provide documentation and workflow. When issue or request resolutions are not readily available, or are more complex in nature or scope, will then pivot to research, document, communicate, and work with software developers towards a final resolution.

What You'll Do

We are seeking a Technical Operations Engineer to join our team and provide support in diagnosing and resolving internal software system issues and requests. As a Technical Operations Engineer, you will collaborate with cross-functional teams, including Product Owners, Software and Data Developers, Dev Managers, and Account Managers, to ensure the smooth functioning of our technical systems. You will also work closely with Help Desk associates to triage and resolve issues in a production environment.

Responsibilities :

Triage, troubleshoot, document, and resolve issues in technical systems, including SSMS, SSRS, web pages, and computer networks.

Proactively monitor production environments and processes to ensure system and process flows are functioning properly. React promptly to any disruptions in workflow.

Respond to requests for custom reports, data analysis, and technical support from field account managers, internal system developers, and product support personnel.

Escalate and handle situations where first-line product support has been unable to isolate and resolve requests, data inquiries, malfunctioning software systems, or equipment.

Collaborate with software developers to resolve larger issues and code defects. This includes documentation, testing, and communicating resolutions through appropriate channels.

Requirements :

Proficient in troubleshooting and resolving technical issues in systems such as SSMS, SSRS, web pages, and computer networks.

Proven experience in proactively monitoring production environments and processes to ensure smooth system and process flows.

Strong knowledge of custom report generation, data analysis, and providing technical support.

Ability to collaborate effectively with software developers to resolve complex issues and code defects.

Excellent documentation skills, including the ability to accurately and comprehensively document technical issues and resolutions.

Effective communication skills to work with various teams and stakeholders.

Strong problem-solving skills and the ability to prioritize tasks in a fast-paced environment.

What You'll Bring

Working knowledge of Structured Query Language (SQL).

Customer Service background or worked directly with internal or external customers.

Proven communication and documentation skills.

Strong interpersonal and problem-solving skills required.

Time management and prioritization skills.

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company's needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.

EQUAL OPPORTUNITY EMPLOYER

SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.

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