Full-Time Support Engineer

To understand the SLA and ensure the deliverables on time. To manage various severity levels and Service requests. Regular follow-ups with all the stakeholders involved to ensure on time deliver.

Responsibilities:

• 100% Root cause for all the incidents raised. End to End analysis on all the high impacting & potentially impacting incidents.
• Clear Root cause tracked till the solution.
• Document the knowledge base of all the critical process and functionalities.
• Track the workaround actions. Application E2E flow documentations to be maintained for both technical and functional perspective.
• Track the Runbook on the support process to be followed and maintained.
• Come up with the automated technical solutions to optimize both operational and technical process. Also need to proactively come with enhancing the system with the technical solution.
• Identify urgent issues and escalate appropriately, participate in Incident and Problem management.
• Rotational weekend guard support and participate in the follow the sun support schema (handover turnover tickets).
• Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides.
• Ensure compliance to standard NIQ Practices / Tools, ITIL, Google, ServiceNow, and JIRA suite (VM).
• Internally prioritize work based on incident priority and deadlines. Experience in Monitoring & Observability.
• Experience in handling production deployment activities. Hands-on in-Service request fulfillment.
• Support for Server/DB patching, firewall changes. Liaise with Engineering & EIT team for fixes.

Requirements:

• 3+ Years of Relevant experience in L2 Technology Support without gaps.
• Good Knowledge in Oracle PL SQL/Microsoft SQL/Snowflakes, Unix, Basics of Python, Basics of Azure
• Mandatory to have at least 2 years of Hands-on experience in relative tech stack
• Strong problem solving and analytical thinking towards solutioning. Understanding on ITIL Process and Production Technology support process.
• Excellent Communication Skills. To drive the meetings with stakeholders from Technology, Infrastructure and Operational / governance teams.
• Ability to work including weekends and holidays with a rotating on-call schedule. Ability to work flexible & extended work hours as needed.
• Positive attitude, team player, self-starter; takes initiative, ability to work independently.
• Degree Qualifications: Computing Systems Engineer, Computer Science, Software Engineer, Informatics Engineer

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