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Lead Support Engineer

Req #: 170008HT_en
Location: Guadalajara, JAL MX
Job Category: Information Technology
Date Posted: 12/18/2017 11:50:07 AM
Baxter International


  • Responsibilities:
    • Responsible for Level 2 support which includes SOP based work orders, incidents and preliminary investigations
    • Undertake and ensure timely resolution of incidents and work orders per SLAs
    • Collaborate with Level 1 and Level 3 support teams, and stakeholders
    • Ensure timely escalation of issues that cannot be resolved at Level 2 
    • Enable L1 teams to be self-sufficient to resolve known issues
    • Build application knowledge and be updated on application changes
    • Familiarize with monitoring and monitoring tools to proactively identify issues and deep-dive into symptoms/issues for service restoration
    • Ability to troubleshoot, debug code, identify root cause and resolve issues with minimal supervision. Responsible to maintain SOP documents and keep it up-to-date.


  • Education and Experience:
    • BE/MCA /M.Sc  degree
    • Overall experience required:  5 - 6 years:
    • Hands-On experience in application development, maintenance and production support.
    • Experience of working in a team that delivers a high availability service.
    • Conversant about validation procedures and security governance for portal applications
    • Experience with Linux (Redhat, Centos, or Ubuntu) system administration, shell scripting.
    • Experience with Windows server administration and tools, including PowerShell.
    • Hands-on experience in Java, J2EE, LifeRay Portal, Portal Administration, Oracle database.
    • Working knowledge with JMS/messaging queue, network, security and virtualization.
    • Experience with most of the SDLC tools, such as:
      • SVN, Git
      • Maven and/or Ant
      • Jenkins for Continuous Integration
      • Artifactory or other package management tools
      • JIRA for agile planning and issue tracking
      • Selenium Web Driver
      • Tomcat server
      • Apache web server
    • Experience with Configuration Management with Puppet or Chef or Ansible are highly desired.
    • Experience with load testing, in particular jMeter & Mercury Load runner
    • Must be a self-motivator and team player.
    • Able to follow-through on tasks and small projects
    • Strong analytical skills and communication skills
    • Passionate with continuous learning and keeping up with latest technologies.
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