Tech Lead Sustenance Engineer

R&D / Engineering | Pune, India | INDIA
  • Provide expert technical assistance to customers
  • Providing technical solutions or work-a-rounds
  • Identifying software bugs by interpreting the logic of the code and understanding the interface and interactions between NICE product and those existing in the customer’s site/systems.
  • Interfacing with R&D group to address product issues and resolve high-level technical problems for customers around the globe.
  • Conducting in-depth log file analysis as well as collecting and interpreting network traces.
  • Implementing “hot-fixes” prior to new Service Pack release; Installing “hot-fix” or Service Packs and Software Patches.
  • Ready to support on call after office hours on need basis.
  • Maintain good internal and external customer communication, provide high level of support and minimize the R&D escalations.



  • Acknowledge and deal with L1/L2 queries
  • Record issues using company approved systems, tools and procedures.
  • Enrich the information around production issue and coordinate with R&D team to resolve the same.
  • Investigate, replicate or test problems and queries to resolve open issues.
  • Take ownership of client queries by updating L1/L2 support team regularly.
  • Coordinate with various teams and analyze root cause and assist in efficient resolution of all production issues.

 Qualifications and Experience

  • 4-6 years of IT experience
  • 4-6 years working in an application support engineer position
  • Hands on experience in JAVA Enterprise and frameworks (Spring) in addition to app servers like JBoss, Tomcat etc.
  • 2 years of experience working with SQL database, writing queries, identifying issues
  • Understanding of Object-Oriented programming concepts.
  • Experience dealing with incident and problem management
  • Hands on experience with web application code fixing

 The ideal candidate will have:

  • Ability to work autonomously
  • Proven experience in operating within a global environment
  • Comfortable with working in a complex matrix environment
  • Proactive & Self-starter.
  • Excellent problem-solving skills
  • Excellent communication skills, including active listening and ability to clearly articulate
  • Strong verbal and written English skills

Nice to have:

  • Experience working on projects involving data analytics is a plus
  • Experience with Rest WS,
  • Experience in AWS/SaaS (Software as a Service) model

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