
at Deloitte
Big FourPosted 6 days ago
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- Dallas
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- United States
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Full Job Description
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Support Engineer
Dallas, Texas, United States
Caution against fraudulent job offers. Learn more.
Position Summary
Work you'll do
The objective of the Project is to consolidate support activities, provide consistency in first response to application issues, execute on the incident resolution workflow, standardize reporting, and provide overall cost savings due to scale.
- 24x7x365 on call coverage for any escalated issues to P2 or P1. The definition of incident priority levels are set forth in Section F.
- Triage and support incident resolution with Krogers Major Incident Management team and other identified Kroger and 3rd party vendor teams
- Coordinate communications among identified stakeholders
- Document root cause analysis (RCA) of major incidents
- Develop course of action for preventative steps and confirm execution to reduce recurrence.
- Resolve incidents as per the agreed upon SLAs
- Perform trend analysis of tickets and escalated tickets on a weekly and Kroger period basis
- Confirm consistent classification of configuration items, close codes.
- Create and maintain Problem tickets for significant recurring incidents
- Ability to work independently and collaborate as part of a team
- Effective written and verbal communication skills
- Meticulous attention to detail and quality of work product
- Ability to build and sustain professional relationships
- Ability to lead projects or workstreams
- Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment
- Strong interpersonal skills and professional demeanor
- Ability to meet deadlines
- Ability to provide clear guidance to others
AI & Engineering leverages cutting-edge engineering capabilities to build, deploy, and operate integrated/verticalized sector solutions in software, data, AI, network, and hybrid cloud infrastructure. These solutions are powered by engineering for business advantage, transforming mission-critical operations. We enable clients to stay ahead with the latest advancements by transforming engineering teams and modernizing technology & data platforms. Our delivery models are tailored to meet each client's unique requirements.
Qualifications
Required:
- 3+ years of experience in Production Support, developing scalable, high-performance enterprise applications
- Bachelor's degree in information technology, business, healthcare, or a related field; or equivalent experience
- Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve
- Limited immigration sponsorship may be available
- Experience using Microsoft Word, Excel, and PowerPoint
- Experience supporting retail business operations
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From entry-level employees to senior leaders, we believe theres always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.
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