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Applications Engineer

Engineering  San Jose, CA, United States

Giesecke+Devrient Mobile Security America, Inc. is seeking a Applications Engineer to join our growing team in San Jose, CA. We are an established organization with a strong global presence and excellent reputation as one of the leaders in our industry.

G+D Mobile Security is a global mobile security technology company headquartered in Munich, Germany. The company is part of the Giesecke+Devrient group. G+D Mobile Security has a workforce of 5,700 employees and generated sales of approximately EUR 812 m in the 2017 fiscal year. More than 40 sales and partner offices as well as 20+ certified production and personalization sites and data centers ensure customer proximity worldwide.

G+D Mobile Security manages and secures billions of digital identities throughout their entire life cycle. Our products and solutions are used by commercial banks, mobile network operators, car and mobile device manufacturers, business enterprises, transit authorities and health insurances and their customers every day to secure payment, communication and device-to-device interaction. G+D Mobile Security is a technology leader in its markets and holds a strong competitive position.

The Application Engineer will manage day-to-day operations in cloud/data centers in all service delivery scenarios, primarily in regard to service requests, changes, incident and problem resolutions, and facilitation of second line support.  Work closely with IT Stack and Database Engineers in Professional Services and will work with Project Managers in service implementation as part of the project team and/or provide application support.  Important skills for the Application Engineer are advanced technical and software application knowledge of services provided by Professional Services as well as service management knowledge.
 
ACCOUNTABILITIES

  • Installation, configuration, troubleshooting, integration of end-to-end solution
  • Documentation (project specific and internal) of end-to-end solution
  • Resolution of incidents and problems
  • Plan and execute changes, including coordination, planning and notification about changes
  • Test changes, including coordination, planning and notification about changes
  • Escalate incidents, problems and changes to R&D for third line support in timely manner when product changes or deeper analysis is needed
  • Meet SLA targets and service operations KPIs

RESPONSIBILITIES

  • Trigger problem tickets regarding monitoring and event management, such as incorrect or missing alerts
  • Perform needed or on demand health checks of services/solutions
  • Support Cloud & DC Manager with information to be used in capacity planning
  • Inform Regional Head Service Delivery & Operations and Global Resource Coordinator when unplanned work will impact planned work
  • Facilitate second line support / ticket handling / changes in collaboration with NOC
  • Perform regular documentation of service operations activities and ensure knowledge sharing within Professional Services
  • Maintain CMDB and knowledge base in accordance with processes and tools provided
  • Announce and plan maintenance windows to ensure visibility for NOC to maintain the change calendar
  • Provide technical input to Customer Service Manager in regards to incident and problem report creation
  • Support Customer Service Managers in SLA reporting to customers in regards to solution and other KPIs
  • Provide support to Customer Service Managers with input to maintain the service handbook and renewal of contracts
  • Provide input to compliance and informations security related reports requested from Information Security Manager and Service Quality Manager
  • Provide input regarding future and continuous needs in regards to new investments to maintain existing and future services to Cloud & DC Manager and Regional Head Service Delivery & Operations
  • Manage time in accordance with planned and assigned activities to ensure accuracy and quality in planning
  • Follow Professional Services global policies, procedures and tools
  • Meet compliance and information security requirements in Service Operations
  • Evaluate, improve and add applicable work instructions
  • Identify and address day to day continuous improvement activities towards Regional Service Quality Manager and/or supervisor for further action, related to tools, procedures and compliance fulfilment
  • Timely and accurate time reporting

REQUIRED QUALIFICATIONS

  • University degree in Computer Sciences, IT or related technical/engineering field
  • Minimum of 3 years of application experience in similar position
  • Experience with incident and problem resolution as well as changes
  • Experience with installation, configuration, troubleshooting, integration of software solutions

PREFERRED QUALIFICATIONS

  • Telecommunications and/or Payment industry experience
  • Experience with working across different cultures
  • Software development experience
  • Experience with working with automation/scripting related to software application
  • ITIL v3 foundation certification
  • Experience with R&D and IT

KNOWLEDGE AND SKILLS

The preferred candidate will have the following knowledge and skills:

  • Technical skillset in the software application area
  • Ability to troubleshoot software
  • Knowledge of complex software solutions
  • Knowledge of relevant market technologies in secure environments
  • Service specific knowledge related to payment, telecommunication and OEM solutions
  • Knowledge of ITIL processes and Service Management
  • Basic understanding of software development processes
  • Ability to work under pressure
  • Very organized and quality conscious
  • Analytical thinking and problem solving mentality
  • Solution oriented mindset
  • Excellent team player
  • Drive for self-learning and improvement
  • Ability to adapt to changes
  • Ability to follow given processes, procedures and work instructions
  • Strong verbal, written communications and listening skills
  • Fluent written and spoken English
  • Advanced technical skillset in the software application area
  • Ability to integrate, install and configure software
  • Technical ability to understand service portfolio and mobile technology in general
  • Knowledge of market trends (e.g. SaaS, Cloud, Virtualization, Digitalization)

If you are interested in becoming part of our team, have the experience and skills listed above and have a passion for this type of work, please visit our website at http://www.gi-de.com/us.  Giesecke+Devrient Mobile Security America, Inc. offers a competitive salary and excellent benefits.  

Join us in shaping the future. 

Giesecke+Devrient Mobile Security America, Inc. is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity

  Apply here