Implementation Engineer IRC280473

Description

Department/Project Description

A customer is a healthcare IT security company. It provides healthcare companies with a platform that addresses critical compliance and security challenges and helps to improve providers’ productivity.

The goal is to create a SaaS product from ground up in a public cloud framework.

Requirements

Job Summary

The Implementation Engineer oversees day-to-day delivery of complex technical services to customers; responsible for process management of, customer communication within, and operational execution of technical services on the customer base.

Duties

Oversees and ensures execution of complex technical projects to establish or bolster the company position within the customer base. Serves as the technical point of contact for implementation and install-base customer projects. Owns the technical services case pipeline and delivery. Responsible for driving identified KPIs for the department, centering on satisfaction and throughput of technical deliverables. Creates process and training documentation for use by Implementation Engineers and other technical resources. Included deliverables:

• Server configuration & delivery for Implementations
• Server configuration & delivery for migrations
• HA & DR redundancy configuration & delivery
• Sandbox configuration and database changes
• Bulk database imports
• No-downtime maintenance events on production systems

Services Scoping

Owns the technical services case queue, ensuring timely review, validation, and delivery of customer change requests. Partners closely with Customer Success and Project Management to ensure that SLAs are met for scheduling and delivering on customer events.

System Documentation & Testing

Provides and maintains a cohesive record of changes made to customer environments. Partners with Technical Support for documentation and change control for customers. Partners with Development Operations on creating and testing tools and automation for use in customer production environments. Maintains server setup guide and other process documentation for technical activity in collaboration.

Job responsibilities

Responsibilities

Owns, updates, and delivers technical service cases requested by or on behalf of customers, communicating directly with customers to scope and resolve requests Works with Development Operations to validate and improve tooling for use by the greater Technical Services team Works with Project Management to ensure implementation configurations and other customer project technical requirements are delivered correctly and efficiently, and that technical requirements are understood by customer resources Works with Customer Success Managers to scope and advise on correct courses
of action for customer technical resources related to lifecycle projects

Qualifications

• 1+ years experience in technical support, operations, or similar role within the software industry
• 1+ years experience with technical aspects of SecureLink and SecureLink enterprise products or comparable technology
• 1+ years experience with Linux, SQL; experience with Bash Scripting and/or Python also preferred
• Understanding of system, application and network architectures and best practices
• Case management and resolution
• Customer service best practices
• Excellent verbal and written communication skills

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.