Technical Lead - SDK Technology (#1,312,681,747) 

Job Responsibilities

Technology
- Works as a Technology SME, handling Tertiary Escalations.
- Works as a Technology SME, handling Technical Assist request.
- Assist Group Leads and Training Leads identify analyst training needs.

Monitoring Availabilities
- Make sure that all Analyst(s) have their utmost skills equipped.
- Notify the Site Manager and ESS Business team (the current process being followed).

Monitoring Dispatch and Personal Queues
- Personal technology management - optimal number of Incidents, timely follow-up and performance.
- Check for communication quality – random check of cases, identify new training need.
- Case Management and Documentation
- Work with the Group Leads to ensure quality of the Case management process.
- Review the Cases on a regular basis to monitor technical terms and quality being kept up all time.
- Reviews the Cases on a regular basis to monitor Escalation type which may require further trainings and will recommend to Training
Team accordingly.
- Assist the Analyst(s) with the Cases from a technical perspective.
- Perform all system-related workflows assigned.

Meetings
- Regular meetings with Group Lead and Training Team to check and ensure performances and provide feedback.
- Regular meetings with Site Manager to ensure to that the metrics are achieved by planning, training and implementation of Action Plan(s).

Job Requirements:
- Strong knowledge of C# or VB.NET
- Resolve technical issues related to their developer products.
- Maintain comprehensive case documentation in customer relationship management (CRM) system.
- As a Subject Matter Expert, author and tech edit knowledge articles available to internal and external users.
- Identify issues and log defects for software improvements.
- Work in other technical areas of software support as customer and business needs require.
- Proficient written and verbal communication abilities with a strong grasp of the English language including grammar, punctuation, and consistency.
- Ability to patiently communicate technical information clearly and concisely.
- Ability to provide excellent customer service through efficient troubleshooting, analysing, and problem- solving skills.
- Strong prioritization skills including managing time and work load efficiently.
- Ability to learn new concepts quickly, retain large amounts of information and adapt to a changing work environment.
- Knowledge in software customization.
- Prior experience with their developer products such as ArcObjects SDK for .NET, ArcGIS Pro SDK, or ArcGIS Runtime SDK for .NET

Job Qualifications:
- Experience in software support or technical customer service.
- Experiences in software development or have worked as developer using programming languages.
- Working experience ranging between 4 – 6 years in ARCGIS Platform and Programming environment.
- Bachelor’s in GIS, Geoscience, Surveying Science and Geomatics, Geoinformatics, Geomatics Science, Science Remote Sensing Geography, Environmental Science, Computer Science, Programming or other relevant field depending on position level.
- Masters holder in any discipline above will be good.
- ArcGIS Certification or Associate/Professional Certification (SDK) will be an added advantage.