SOFTWARE SUPPORT ANALYST I

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Location: MUMBAI, India
Job Family: Engineering
Updated At: 2019-04-15

JOB DESCRIPTION

DUTIES & RESPONSIBILITIES:  (NOT LISTED IN ANY PARTICULAR ORDER)
 
1. Answer phone calls, emails and other channels of communication from customers asking for assistance with product issues
2 Help customers with Configuration, usage and administration of their systems
3 Assist customers with upgrade help including Service Pack and hotfix application
4Provide scripting and programming support  
5Train customers on new product features.
6Identify cause of problem reported by debugging VB, C#, XML, SQL, HTML 5/Scripts if necessary correct them or report them to the developers.
7Resolve customer issues related to SCADA, Lift Optimization and Analytics
8Exhibit thorough knowledge of Upstream Oil & Gas Optimization Software functionality, configuration and usage 
9Manage and track escalations to higher support levels and escalations to development team
10Manage adherence to SLA commitments and deviations. Use Customer Service Software tools to monitor, prioritize and deliver support services 
11Participate in software testing during the release cycle. 
12Support multiple versions of the software 
13May require occasional travel to the field sites.
14Requires participating in 24x7 rotation with other team members to respond to critical system support requests.
15Work with the commercial team to manage and distribute licensed software to customers.
16Create and distribute activity reports.
17Work assignments carried out to the highest quality level.
18Know and understand Weatherford Quality Policy and comply with all requirements of the Quality Systems Manual, Operating and Technical Procedures and Workplace Instructions
19Must understand and comply with all safety rules and company policies of Weatherford.
20Perform various other duties as assigned by supervisor within the physical constraints of the job.
 
SKILLS & KNOWLEDGE:
Essential
•Excellent debugging /knowledge of C #, SQL, Oracle, HTML5, PowerShell, TypeScript, IIS,   and Angular
•Enhance or custom changes in existing utilities 
•Exposure to Software support 
•Knowledge of Windows programming environment 
•Knowledge of Web Security, Authentication and Authorization
•Excellent verbal and written communication skills
•Ability to calmly manage crisis situations
•Ability to plan ahead and organize daily and weekly tasks
•Ability to work with minimum supervision.
 
Preferred
 
•Experience in SCADA, Data Analytics, BI
•Experience in CygNet, LOWIS or similar software
•Experience in Oil and Gas Industry
•Familiarity with RESTful APIs and web applications

Work Experience:

3 to 6 years

QUALIFICATIONS

Essential
 
•BE Computer Science or Engineering or Information Systems
 
Preferred
 
• 2  to 6 years’ experience in a similar roll trouble shooting and diagnosing problems with hardware and software
 

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