.Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.POSITION SUMMARYSeasoned support engineer. Handles, investigates and reports the most complex cases / situations and takes a leading role in the execution and improvement of local maintenance and support. When applicable, take part in escalation meetings with customers.Provides root cause analysis, develops comprehensive action plans and ensures timely follow through in alignment with incident management / M&S processes. Monitors team activity, making recommendations to management about performance improvement opportunities, assignment allocation / workload balancing and technical capabilities. Drives internal and external communication and resolution about reputational issues. Actively develops M&S best practices contributes to DN policies.The Advance Software Engineer is responsible for programming, building knowledge of our business, and considered a SME for certain areas of our products to assist regional teams and end customers.Engineer has to be familiar with the entire software development lifecycle using the SCRUM Agile methodology. With short release cycles and very close customer involvement we strive to continuously improve our software, quality, and project deliveries. Our culture encourages not only knowledge building and best practice sharing, but also gives the opportunity to provide feedback for continuous improvement.KEY RESPONSIBILITIESEstimationAssesses the required efforts and timelines for all M&S activities as input for the overall SLA.Produces and reviews estimates of time to spend on issues as input to the overall technical and cost estimation of the engagement.Support RequestEnsures the proper intake, analysis and follow up on support requests, in line with DN M&S processes and SLA's for the engagement.Ownership of the right set up of environment and assists other associates to configure their own for the engagement.Problem ManagementAssures requests are accounted for in SLA, in order to assure timely and effective resolution of customers' requests for the engagement.Incident Management and ReportingEnsures the identification, recording and classification of problems of high complexity and high impact, investigates and diagnoses identified problems to propose and implement changes for resolution of the incident.Ensures appropriate, comprehensive and timely reporting of the team and provides early escalation of any issue that may affect the engagement.Resolution ManagementEnsures the identification, recording and classification of problems of high complexity and high impact, investigates and diagnoses identified problems to propose and implement changes for resolution of the incident