Lead Engineer

Job Description

Group Company: Quick Heal Technologies LtdDesignation: Lead Engineer (QH_DES_250)Office Location:Years of experience: toSalary Range: INR to (Annual)Position description:To assist Enterprise Customers/ Partners on Seqrite-Enterprise product Configuration, Deployment, Feature understanding, upgradation and Problem Resolution. Own Escalations at branches and get them to resolutions by working with SME and R&D. Acts as Technical Account Manager and maintain relationship with enterprise and strategic accounts and partners, internal team. Ensure customer, partner and schusses at branches on Technical Front.Primary Responsibilities:
• Maintain monthly self-productivity score of more than 85% considering daily cases/calls/Chats/E-mail/SRs activities/Defects/Bugs/Consultation, Knowledge sharing/upgradation activities, Participation i
• Performs Monthly 2 Technical Audits per engineer in his region and provide them feedback on the improvement areas.
• Conduct monthly 2 knowledge sharing trainings for team members either on TNI, Case Study, SADs, RCAs on Escalation, new technology, New version, New Product and Publish it on Digital Library or Publis
• Avg. Case Life of Defects closed by lead without Jira/SME Escalation will be considered.
• Successful POC Closer Ratio of more than 95% / Successful Closer of Special Projects
• Maintain happy customer success ratio of 75% and more
• Individual Defect to Bug Ratio to ensure maximum closer at their end which are not product bugs
• Maintain monthly self FDR Score of more than 80%( Cases closed within 24 Hrs.)
• Ensure 90% and more Customer retention in region by proactively owning and closing escalation, customer relation ship
Additional Responsibilities:
• As a Lead Engineer, they ensures any escalation, new projects are handled well along with the Technical Account Management
Reporting Team
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Educational qualifications preferred
• Category: Bachelors Degree
• Field specialization: Computer Science, Information Technology
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Required Certification/s:Should have relevant / Networking/ Server domain Certifications (Egg: CCNA, MCSE, A+, N+, RHCE/A, CEH, CISSP etc.)Required Training/s:Required work experience
• Industry: Strong understanding of Virus, , Ransomware and mitigation of such infection, networking , firewall and IT infrastructure.
• Role:
• Years of experience: 6 to 10
Key Performance Indicators:Analyzing the problems reported by customers, replying to it; escalating to seniors with precise observations and proper documentation. Stay up-to-date, pro-actively about in-depth knowledge on QH products & also be familiar with important concepts related to the antivirus, network & technologies. Strong communication, troubleshooting, co-ordination and interpersonal Skills, Escalation Management SkillsRequired Competencies:Very Good Communication Skills, Presentation Skills, Customer centric soft skills, Understanding of Enterprise concepts, Team Player, result oriented, Active Learning Functional Competencies Proficiency 1 Strong Analytical & Logical Skills to troubleshoot, identify, document Issue & resolution. Excellent 2 Strong knowledge on Enterprise Products & features and keep them up to date along with relevant Technology knowledge Excellent 3 Account Relationship Management Excellent 4 Ready to Travel and perform on-field job for services ( For Branch Support) Excellent 5 Should have good regional spoken skill depending upon the local geography of placement. Good 6 Multitasking & Performing in a challenging Environment Excellent 7 Should be able to create Project documentation for installations, upgrade, POCs and execute them without error Excellent 8 Can perform enterprise accounts health check-up Excellent Leadership Competencies Proficiency 1 Teamwork Good 2 Professional Communication with Enterprise/ Corporate Customers. Excellent 3 Mentoring & Guiding Team Members GoodRequired Knowledge:Required Skills:Required abilities
• Physical:
• Other: Shows extreme technical skills on product and technology to ensure key enterprise and strategic accounts are successful from installation to complete life cycle.
Work Environment Details:Specific requirements
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Keyskills :
digital librarycustomer relationsautomationmanagement skillsjavaknowledge sharingaccount relationship managementlinux