CustomerServiceSupportEngineer
About the role
Responsibility of / Expectations from the Role:
SN Responsibility of / Expectations from the Role
1 Provide end-to-end support for IVR, Call recording, ebills, Strom Central and compliance applications ensuring high system availability
2 Monitor, troubleshoot, and resolve incidents, system alerts, and data issues within defined SLAs
3 Ensure smooth functioning of customer service operations, including IVR and batch processing
4 Perform proactive system monitoring, health checks, and preventive maintenance to avoid recurring issues
5 Support and troubleshoot integrations (API, file-based, batch interfaces) across enterprise systems
6 Coordinate with business users, field teams, and vendors for timely issue resolution and operational support
7 Conduct root cause analysis (RCA) and implement corrective and preventive actions
8 Maintain accurate documentation, logs, and knowledge base articles for support processes and issues
9 Support application deployments, patches, and upgrades in coordination with technical teams
10 Ensure adherence to compliance, audit, and regulatory requirements in gas inspection workflows
11 Participate in on-call support / shift coverage as required for business continuity
12 Drive continuous improvement initiatives to enhance system stability and support efficiency.
What you'll do
Must Have:
- Strong hands-on experience in IVR systems & support · Experience in Customer Service operations support (data handling, issue troubleshooting)
- Strong knowledge in HTML, XML, Java, JavaScript, SQL .Net
- Experience in batch job monitoring and failure resolution
- Solid knowledge of Windows Server and application support
- Ability to troubleshoot system/application issues using logs and monitoring tools Experience with system integrations, including: - API integrations (REST/SOAP) - File-based interfaces (FTP/SFTP) - Batch data processing
- Working knowledge of SQL/databases (SQL Server or Oracle).
- Experience with ITSM tools (ServiceNow, Remedy) and incident management processes.
What we're looking for
Good-to-Have:
- Exposure to utilities domain (Gas/Energy)
- Familiarity with monitoring tools
- Basic scripting skills (PowerShell, Python) for automation
- Experience with batch scheduling tools (Control-M, Autosys)
- Exposure to mobile workforce / field service applications
- Knowledge of cloud integrations (Azure, AWS – basic level) · ITIL certification or familiarity with ITIL practices ·
Functional Understanding of the Utilities – Gen / T&D / Renewables
- Customer interactions and working in multi-vendor environments.
- Excellent written and oral communication skills. Ability to write procedures, guidelines and O&M documentation.