Associate Service Delivery Analyst - Ciudad de México - QAD, Inc.

QAD, Inc.

Empresa verificada

Ciudad de México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Company Description

QAD is building a world-class SaaS company, and we are growing.

We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

We are a virtual first company and your primary work experience will be virtual / working from your home. Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment._

Job Description:

What you'll do:

Maintain defined quality standards and procedures
Create / update documentation.
Service Requests Management: based on the support required by customer.
Support to cloud and on premise customer environments.
Incident management, troubleshooting or escalation with different solution teams.
Working on assigned severity 1, 2 & 3 incidents, and resolving them as per defined Service Level Agreements (SLAs). Begin handling severity 1 and escalate incidents with guidance from seniors in the team.
Takes receipt and assignment of new tickets requesting a task be performed.
Follows the appropriate process and controls to completion
Engages the Customer and actively listens to gather details to define and understand the nature of the reported problem or question.
Verifies validity and content of ticket and customer contract & service entitlement.
Validates the business impact and urgency of the issue and negotiates business impact/urgency with the customer.
Is well versed and current on the service portfolio of QAD groups and business offerings.

Qualifications:

Education: BE/ B Tech/ MCA or related field
Linux skills are a plus. Should be well versed with installation, configuration, administration and technical troubleshooting.
Good Analytical & Technical skills and ability to continually learn new products and technologies.
Good knowledge of technical concepts and how systems are delivered & supported. Understanding of ITIL
Advanced English is a must.

Additional Information

Your health and well being are important to us at QAD. We provide programs that help you strike a healthy worklife balance.
Opportunity to join a growing business, launching into its next phase of expansion and transformation.
Collaborative culture of smart and hardworking people who support one another to get the job done.
An atmosphere of growth and opportunity, where ideasharing is always prioritized over level or hierarchy.
Compensation packages based on experience and desired skill set

About QAD:

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences.

In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed.

QAD calls these companies Adaptive Manufacturing Enterprises.

QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background.

QAD's DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

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