主要工作职责：
The Escalations Engineer will be required to perform the following job duties-
• JIRA/Internal/External Email Escalations.
• DEV/Product Management/Program Management Requests for Analysis on PTRs.
• Identifying Bugs/Defects in Application and finding the best way to fix them.
• Raising PTRs for defects. Suggesting security/validation/loggers checks for recurring issues.
• Testing PTRs in QA/UAT before getting them implemented.
• Analyzing effects/scope of PTR fixes- both defects and enhancements.
• Facilitating DEV Team with Issue recreation & defect scenarios.
• WebEx sessions with customers to iron out issues.
• Set priority levels on Defect PTRs backlog to ensure that the DEV team picks the most urgent ones.
• Resolving issues related to Back-Office Integrations, to and from BirchStreet.
• Impart knowledge and information to other departments through emails, training sessions.
• Document code/process flows of the application and explaining it to non-technical teams in laymen’s language.
• Analyze database records for identifying glitches and bugs.
• Work with PMG and Support to draft customer centric responses.
• Tracking issues/projects and their progress on JIRA.
•JIRA /内部/外部电子邮件升级。
开发/产品管理/项目管理对ptr分析的要求
识别应用程序中的错误/缺陷，并找到修复它们的最佳方法。
•提高缺陷的ptr。•建议安全/验证/日志检查重复出现的问题。
在实施ptr之前，在QA/UAT进行测试。
分析PTR修复的效果/范围-包括缺陷和增强。
协助开发团队解决问题和缺陷。
•与客户进行webex会议，以解决问题。
•设置缺陷ptr待办事项的优先级，以确保开发团队选择最紧急的。
•解决与BirchStreet相关的后台集成问题。
•通过电子邮件、培训课程向其他部门传授知识和信息。
•记录应用程序的代码/流程，并用外行语言向非技术团队解释。
•分析数据库记录以识别故障和错误。
与PMG和支持部门合作，起草以客户为中心的回复。
在JIRA上跟踪问题/项目及其进展。
REQUIRED SKILLS AND EXPERIENCE
任职的技能和经验要求：
• Tenure of 2 year or more in Technical Field.
• Should hold B.tech/MCA degree from recognized University.
• Hands on experience on PLSQL/MySQL.
• Basic understanding of JAVA and JavaScript.
• Flexibility with work times and ability to stick to deadlines.
• Hardworking and dedicated to continuous improvement.
• Outgoing personality with excellent interpersonal, oral and presentation skills.
• Highly organized with an attention to detail.
• The ability to understand technology and relay it in laymen’s language.
• Entrepreneurial spirit with forward thinking and teamwork orientation.
• Demonstrated proficiency in Word, Excel and other MS Office products.
在技术领域工作2年以上。
•持有认可大学的学士学位。
有PLSQL/MySQL操作经验。
•基本了解JAVA和JavaScript。
•工作时间灵活，能坚持到最后期限。
•工作勤奋，致力于持续改进。
•性格外向，具有良好的人际交往、口头表达能力。
•组织能力强，注重细节。
•理解技术并以外行人的语言表达的能力。
具有创业精神，具有前瞻性思维和团队合作意识。
熟练使用Word, Excel等Office办公软件。