Engineer - Managed Services

Fortude is looking for a talented, self-driven individual who has a passion for engaging with customers to ensure business continuity. You will be involved in client management and support on complex solutions for business-critical applications.

As an Engineer – Managed Services, you will be responsible for identifying, evaluating, troubleshooting, and fixing system malfunctions. You will serve as an expert on the in-house developed products and provide solutions to technical and functional problems experienced by clients.

Main Duties / Responsibilities

• Take ownership of technical issues and collaborate with development teams to resolve complex problems.
• Ensure optimal front-end and back-end functionality of applications.
• Identify root causes of application errors and escalate critical issues to the product development team as needed.
• Document technical processes and monitor key application performance metrics.
• Provide prompt and effective technical support to end users.
• Work on a rotational roster, including weekends and public holidays, as required.
• Troubleshoot technical issues and application bugs efficiently and effectively.
• Provide training, mentorship, and guidance to team members to support their development.
• Participate in project-related meetings and contribute to discussions.

Experience

• 1-2 years of experience in providing Application Support / Managed Services.
• Exposure and knowledge of ITIL practices.
• Good understanding of MySQL.
• Experience working with service management tools such as JIRA, ZenDesk, ServiceNow.
• Sound knowledge of handling application deployments via Jenkins.

Qualifications

• Bachelor’s Degree or an equivalent qualification.
• ITIL 4 Foundation (optional).

Behavioral Competencies

• Communication
• Customer Centricity
• Business and Market Acumen
• Psychological Safety
• Empathy
• Growth Mindset and Learning Agility
• Ethical & Vigilant
• Operational Excellence
• Teamwork
• Analytical Thinking

Equal Opportunity Employer
Everyone can grow at Fortude; regardless of their identity. Join us, and be a part of an organization where we’re all proud to belong.