What are the responsibilities and job description for the Care engineer for security products position at Katalyst CRO?
Company Description
Responsibilities:
All your information will be kept confidential according to EEO guidelines.
- Katalyst Healthcares & Life Sciences is hiring entry level candidates for several positions for contract research in Clinical trials of drugs, biologics and medical devices.
- We have a few immediate job opportunities available in Drug Safety and Pharmacovigilance and Clinical Research field. We work with University hospitals, pharmaceutical companies and recruiting partners.
Responsibilities:
- Customer case handling – End customers and as well as Internal Customers.
- Provides support, leadership and guidance during Customer escalations and emergencies, keeping customer Service Level Agreements (SLAs) in mind.
- Analyses and finds root causes of product issues, by understanding logs, metrics, pcap files and customer scenarios.
- Works on installing, reproducing and fixing product issues.
- Engages and co-ordinates with the R&D Product team (SMEs) to come up with solutions.
- Conduct the Baseline Verification Test (BVT) and Support. BVT is basically a subset of Acceptance Test Procedure (ATP) to provide a quick health check of the system and followed by a Care Handover if the system is healthy.
- Engages and co-ordinates with external parties like Insta/Infoblox/Clavister/PaloAlto team as appropriate.
- Drives, develops, and maintains 3LS maintenance and support processes, for best-in-class product support.
- Root cause investigation in line with SLAs under Problem Management Process.
- Undertake CARE readiness activities for handover of new customer production instances / deployments from project team.
- Liaising and collaborating with Client CARE/R&D and project teams as required.
- Provide recommendations on information needed from customers to assist with the investigation / troubleshooting of customer issue. Provide updates to customer Teams through prompt trouble ticketing updates, explaining the progress of the investigation and steps towards resolution.
- Liaising with R&D/4LS teams to ensure any bug-fix or release has been fully tested prior to release to the customer.
- Provision of a single phone number to contact on-call engineer (this number must route to on-call engineer).
- Customer Global CARE services provide Level-3 technical support for the Security domain products of client.
- Products that require support include.
- Client Certificate Manager (NCM).
- Client Certificate Lifecycle Manager (NCLM).
- The Client Global CARE Level 3 Support(3LS) team is accountable for the 24 x 7 in-life proactive/reactive maintenance to the Client Customers.
- Experience in Trouble-shooting customer issues in production environments, Care (any Level-3 technical support) process, Customer ticket handling, Emergency, outages kind of situations, Support, with Minimum 4 years in service support environment with specific emphasis on Case Handling.
- Experience in working on Unix/Linux Operating Systems.
- Experience in using K8S cluster, Helm charts.
- Knowledge in Cloud Native, Containerization, Docker.
- Preferred - Good understanding of Security products (Certificate Management).
- Care Support for Netguard Certificate Manager (NCM), Netguard Certificate Lifecycle Manager (NCLM) products non-outage during Customer business hours and emergency service during non-business hours to the Customer by providing the following services:
- Level 3 Support.
- Incident resolution in line with SLAs under Case/Incident Management Process.
- Track any defects associated with Customer reported issues.
All your information will be kept confidential according to EEO guidelines.
