.Company DescriptionQAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.- We are a virtual first company and your primary work experience will be virtual / working from your home. Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment._**Job Description**:**What you'll do**:- Maintain defined quality standards and procedures- Create / update documentation.- Service Requests Management: based on the support required by customer.- Support to cloud and on - premise customer environments.- Incident management, troubleshooting or escalation with different solution teams.- Working on assigned severity 1, 2 & 3 incidents, and resolving them as per defined Service Level Agreements (SLAs). Begin handling severity 1 and escalate incidents with guidance from seniors in the team.- Takes receipt and assignment of new tickets requesting a task be performed.- Follows the appropriate process and controls to completion- Engages the Customer and actively listens to gather details to define and understand the nature of the reported problem or question.- Verifies validity and content of ticket and customer contract & service entitlement.- Validates the business impact and urgency of the issue and negotiates business impact/urgency with the customer.- Is well versed and current on the service portfolio of QAD groups and business offerings.**Qualifications**:- Education: BE/ B Tech/ MCA or related field- Linux skills are a plus. Should be well versed with installation, configuration, administration and technical troubleshooting.- Good Analytical & Technical skills and ability to continually learn new products and technologies.- Good knowledge of technical concepts and how systems are delivered & supported. Understanding of ITIL- Advanced English is a must.Additional Information- Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.- Opportunity to join a growing business, launching into its next phase of expansion and transformation.- Collaborative culture of smart and hard-working people who support one another to get the job done.- An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.- Compensation packages based on experience and desired skill set**About QAD**:QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed