Managed Services Engineer

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Requirements:

• 1-4 years of experience managing and troubleshooting software solutions, ideally in Billing, CRM, or ERP domains
• Need to have basic knowledge of Oracle SQL and PLSQL
• Quick learner
• Technical aptitude and ability to troubleshoot problems
• Customer service skills
• Communication skills

Responsibilities:

• Monitoring and managing Zuora workflows and processes on behalf of customers where appropriate
• Respond promptly to incidents, service requests, and alerts, and troubleshoot issues to resolution within agreed-upon SLOs.
• Troubleshooting problems that arise
• Communicating details around disruptions or potential problems as documented in-process materials and run books
• Ensuring that any service disruptions are addressed in a timely manner according to run book instructions
• Providing reports to customers on activity, failure rates, work volume, etc.
• Provide input and assistance on processes and process documentation