Job Location: Colombo

Contact Center Developer

ITSM/ITOM ServiceNow Developer

Requirements

A ITSM/ITOM ServiceNow Developer

• Preparing and assisting with functional and technical design workshops including the design specifications based on out-of-the-box functionality / customer requirements and providing input into estimates
• Implementation and delivery of client solutions, while adhering to ServiceNow technical best practice and standards.
• Hands-on technical delivery (including development, testing and implementation) of cost-effective ServiceNow solutions using a number of technical skills such as HTML, XML, JavaScript/AJAX, Integrations (web services, SOAP, email, MID, etc)
• Be a lateral thinker who is analytical and able to quickly develop an understanding of business processes and demonstrate exceptional problem-solving skills;
• Demonstrate a high level of attention to detail with pride in the accuracy and presentation of information;
• Strong communication skills (both written and verbal), negotiation and collaboration;
• Performing as an individual contributor on client engagements or as part of the team while supporting Implementation and taking ownership of tasks and/or project workstreams
• Ensuring technical deliverables to customers are complete, consistent, high quality, on time, and deliver valued outcomes
• Ability to manage competing priorities in a complex environment and devise creative technical solutions;
• Demonstrated experience in Agile project techniques and the ability to work independently as well as within a large team environment
• A passion to grow as a consultant and learn how to help customers achieve successful outcomes
• You should expect to work with various clients from commercial to enterprise and have the ability to switch context and customer easily.
• Achieving and Maintaining ServiceNow certifications within the various product lines
• Commitment to the principles and practices of Equal Employment Opportunity and Work Health & Safety

Skills and Experience

• IT Degree or relevant tertiary education in Computer Science and/or recognized industry qualifications and experience;
• Technical skills in web based technologies (HTML, CSS, JavaScript, XML, JSON and Web Services)
• Minimum 2 years’ experience working within a software development or platform development role
• Exceptional interpersonal skills, verbal communication and written communication with a high level of attention to detail with pride in the accuracy and presentation of information;
• Experience with process flow and data modelling

Preferred / Highly Desirable

• Consulting experience in a software development discipline;
• ServiceNow experience and certifications (Certified System Administrator, Certified Implementation Specialist)
• ITIL Foundations
• Experience working in a structured environment with an understanding of the principles of project management methodologies such as AGILE (Scrum) and Water Fall (Prince/PMBOK)

IT Help Desk Technician

Responsibilities

• Serve as the first point of contact for customers seeking assistance over the phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions from customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

 Requirements

• Proven experience as a help desk technician or in another equivalent customer support role
• Tech savvy with working knowledge of products, databases, and services with a good understanding of multiple systems across Network, Telephony, Unified Communications and Cloud
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills, written and verbal
• Customer-oriented, able to work autonomously and under pressure

Data Engineer

Role and Responsibilities

• Design, develop and maintain optimal data pipeline architecture to support data sets.
• Accumulate large, complex structured and unstructured data sets that meet business requirements.
• Build, prepare requirement documents.
• Design, develop and implement process improvements, automating manual processes, optimizing real time data delivery.
• Design and build the infrastructure required for optimal data extraction, transformation, and loading of data from a wide variety of data sources using ‘big data’ technologies.
• Build analytics models and tools that utilize the data pipeline to provide actionable insights on operational efficiency and other key business performance metrics.
• Work with stakeholders including the Executive, Product, Data and Software Engineering teams internally and also with the customers to assist with data-related technical issues and support their data requirements.
• Build complex automated data pipelines for creating datasets, facilitate efficient data management.
• Should have discipline in writing clean and tested codes.

Requirements

• Good working SQL knowledge and experience working with relational databases, as well as working familiarity with a variety of databases and data sets/feeds.
• Strong analytical skills of manipulating, processing, and extracting value from large structured, unstructured datasets/feeds.
• Strong working experience with big data technologies and tools such as Hadoop, data lake, Spark, etc..
• 2-3 years of experience in a data engineering / data warehousing role.
• Experience in Dbt and a SaaS company highly regarded
• Experience in dealing with subscription based data sets and systems, CRM, product data in event-driven architecture
• Experience with databricks and AWS regarded but not essential
• Great English and communication will be helpful
• Anyone with growth mindset and who wants a challenge to work in a startup. We get chaotic and a bit unstructured sometimes

ICT Manager

Responsibilities

• Lead and manage the IT department, ensuring alignment of IT strategies with business goals and objectives, effective budget management, and optimal delivery of IT services.
• Providing input as part of the IT Management team in formulating and fine-tuning the organisation’s overall IT strategy
• Developing and implementing operational IT plans within the division that execute the organisation’s overall IT strategy.
• Ensuring the development and implementation of IT Strategy remains in alignment with other divisions/region and in accordance with the best practice for quality, project and change management.
• Implementing a technology capability and framework that will support the efficient and flexible delivery of technology services within Nexon.
• Successful delivery of critical IT projects, ensuring they are delivered to time, cost and progress is tracked, communicated and escalated as necessary.
• Effective management of IT infrastructure, assets, and processes, resulting in improved performance and availability of IT services.
• Overseeing the ongoing maintenance/support of all infrastructure technology, applications and services across the division/region.
• Strong relationships with internal stakeholders and external vendors to ensure IT needs are met efficiently and effectively.
• Enhancing the skills and capabilities of the IT team, through training and development to enable them to support the organisation in achieving its strategic objectives.

Experience & Knowledge

• At least 10 years of experience in IT management or leadership roles, with a strong background in IT infrastructure and operations management
• Experience in developing and implementing IT strategies, policies, and procedures.
• Strong budget and cost management skills, with the ability to optimize IT spending while ensuring high-quality services.
• Experience in managing and developing teams, with a focus on people development and succession planning.
• Strong knowledge of IT infrastructure technologies, including network, server, storage, and cloud computing.
• Experience in managing and improving IT service management processes, including incident management, problem management, change management, and service transition.
• Excellent communication and interpersonal skills, with the ability to interact effectively with stakeholders at all levels of the organization.
• Experience in vendor management and contract negotiation.
• Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
• Well-developed project management skills and appreciation.
• Highly familiar with Microsoft 365 environment; including licensing, structure, and capabilities.
• Familiarity with security concepts and best practices.

Genesys Engineer

Roles and Responsibilities

• Experience 4+ Years
• Administration of Genesys Contact Center. Create call flows, route points, add new users, check system logs, etc.
• Collaborate with Genesys Professional Services and subject matter experts in installing and troubleshooting Genesys components
• Provide on-call support to users by handling Service Requests and Incidents related to Genesys
• Providing extensive experience with Genesys products (ORS,URS, Composer, SIP Server, ICON, INFOMART, Pulse, GAAP other).
• Documenting design and build to enhance the technical documentation of solution.
• Genesys routing and support implementation experience.
• Strong knowledge of configuration and implementation of Genesys Framework.
• Strong knowledge of GMS & Digital eService
• Good knowledge of Genesys Infomart reporting.
• Good knowledge of Genesys Workforce Management.
• Conceptualizing and developing prototypes quickly in working with the product and architect.
• Engaging in engineering and development discussions, contributing to the conversation, providing your own opinions, asking thoughtful questions for clarification, and enriching the environment.
• Experience in leading/solutioning transformations from legacy to Genesys omnichannel CTI/IVR/contact center setup
• Contributing to the development of application design and coding standards and ensuring adherence across teams to said standards
• Strong Knowledge on SIP infrastructure, Genesys Administrator, Genesys Administrator Extension(GAX), Agent Configurations (CME), Universal Routing Server (URS), and Genesys Workspace Desktop Edition (WDE)
• Additional advantage with experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and Universal Routing Server (URS)
• A strong customer focus, with the drive and attitude to go “above-and-beyond” to deliver on commitments.

Presales Specialist

Responsibilities

• Develop Architected solutions for SMB customer opportunities across Cloud, Modern Workplace and Network technology practices.
• Ability to undertake pre-sales engagements, including opportunity identification and qualification, define solution architecture, bill of materials, estimate effort and prepare quotations and statements of work with Nexon Sales Reps.
• Common Networking technology use cases where a small solution involves a router, firewall and Carriage Qualification + CPE
• Small Compute and Backup Software licensing quotations for Microsoft M365 technologies
• solutions for Public or Nexon Cloud Solutions
• Building out small managed services quotations aligned to Nexon offerings

Experience & Knowledge

• 2+ years of experience working in a professional environment
• Certifications in relevant technology stacks:
                   – Solution Architect or Systems Engineer level
• Working knowledge in one or multiple of the following technologies (vendors mentioned are preferred but transferrable experience will be considered):
                   – Microsoft (M365 & Azure), HPE, Aruba, Cisco, NetApp, Veeam, Palo Alto, AWS, Fortinet

Server & Infrastructure Monitoring Engineer

Description

This position is responsible for monitoring and assessing potential issues relating to large-scale network, system, application, service, and business activity monitoring solutions. The Infrastructure Monitoring Engineer will monitor all incoming alerts using various tools and perform actions based on predefined instructions. This position includes performing 1st level troubleshooting, manual alert correlation, and resolving issues as required.

Responsibilities

• 24×7 proactive monitoring of server, storage, backup, applications, and network environment alerts via monitoring tool and Email.
• Escalate the incidents based on the standard procedure and run down follow-up reporting per team and area, Escalate incidents till closure.
• Prepare and maintain Documentation, Reports, and provide follow on the status of identified tasks.
• Daily / Weekly Report preparation based on the specified already agreed format and sending the same to a pre-assigned set of recipients.
• Uses technical writing skills to create and maintain Knowledge Base articles. 
• Coordinates across teams, collaborating closely with peers to ensure the appropriate focus and sense of urgency is applied to all issues. 
• Perform daily health checks (Network, Servers & Applications).

Requirements

• Bachelors in computer science or equivalent work experience.
• Minimum 3+ years’ experience administering multiple monitoring systems such as SCOM, SolarWinds, Nimsoft etc.
• Knowledge of Windows, Linux, Database & Network Infrastructure
• Ability to work a variety of different shifts, including days, nights, weekends, and holidays to support a 24X7X365 environment.
• Shows initiative and has a strong desire to share knowledge with others.
• Attention to detail maintains high-quality work while handling a large volume of alerts.
• Deep understanding about L2/L3 firewalls, L2/L3 routing and switching.
• Customer interactions via web emails, ticket system.