We expect office-based employees to be in the office four days per week, with one day working from where they choose. We believe being together facilitates casual conversations and those magic moments where we can work on issues and ideas informally. These moments build capability and deepen trusted relationships and allow our people to feel safe in taking risks and being disruptive. Like so many companies, we are working through the details, and things could change …. but in general, if a role is deemed office-based we want our teams to be together four days per week. 

Job Responsibilities:

• Manage, lead, mentor, and coach one or more engineering teams.
• Be accountable for the engineering quality of the subject matter areas your teams are responsible for.
• Constantly striving to improve productivity and efficiency, you will set high standards for all products being developed now and in the future
• Work closely with Dev, QA, SRE, DevOps, Product Line Managers, Program Managers, Engineering, Operations, Support and other business units to ensure the timely delivery of high-quality products
• Work closely with team leads and architects to create good test strategy/planning that meets business requirements and aligns with best practices.
• Influence the development of new products and testing methods by reviewing Product Requirement Documents, Functional Specification documents, and test plans with a discerning eye for technical accuracy and consistency from inception to final delivery
• Ability to translate technology into business value
• Working in conjunction with management and colleagues, define, document, and demonstrate good software quality & automation engineering practices.
• Stay up-to-date on new technology changes and  features to provide recommendations for process improvements and feature adoption
• Work in a fast-paced, collaborative and challenging environment with a focus on driving best practices in the Platform Team as well as groups outside the organization
• Facilitate project delivery from your teams, working in conjunction with product managers, development managers, analysts, business partners, and system administrators.
• Plan, drive and execute business-critical custom apps and networking features roadmap 
• Facilitate production support affecting the system areas your teams are responsible for. 
• Identify risks and prepare mitigation plans.
• Mentor and coach junior team members and drive best practices and knowledge across the various teams
• Exemplify our culture of respect, integrity, diversity and collaboration within as well as outside the team

• Bachelor’s degree in computer science, Software Engineering, or a related field.

The Senior Engineer is responsible for recording the details of reported IT service issues and service requests and working to either restore service as quickly as possible or alerting and/or escalating them to the appropriate specialist support groups. The Sr.Enigneer(End User Services -EUS) is the first point of contact between internal customers and the IT organization for workplace related request and issues. Fulfil IT service requests if can be delivered remotely after duly processed. The position requires extensive technical troubleshooting and analytical abilities and excellent customer service skills.

Primary Responsibilities

• Act as single point of contact for all internal customer IT incidents and service requests, managing these incidents and requests throughout their lifecycle
• Troubleshoot workplace related internal customer’s issue via telephone or remote access and resolve upon first contact, when possible
• Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (ITIL framework based)
• Troubleshoot and fix issues related to OS (windows/Mac/Linux), Windows applications (MS O365, Browser, MS Teams etc.), Printers to ensure optimal IT workplace environment
• Troubleshooting network connectivity in a LAN/WAN/Wi-Fi environment and SSL VPN establishing using RSA token related issues
• Perform active directory related operational tasks like management of user accounts, access, secure and file share groups
• Perform Exchange server operational related tasks like management of user & functional mailboxes, and distribution groups etc. Also, Teams SIP account management.
• Provide "how to" assistance on all internally supported devices, applications and systems
• Escalate to appropriate on-site team or subject-matter experts in accordance to service-level agreements, and follow up on incidents or service requests when appropriate
• Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues
• Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups
• Build relationships with the on-site support technicians and subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded
• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization.
• Promote self-service tools and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs
• Ensure that IT Service Desk adheres to agreed operational processes