Full-Time Support Engineer

Responsibilities:

• Understand SLA and ensure timely deliverables.
• Manage severity levels and service requests.
• Follow up with stakeholders for on-time delivery.
• Conduct root cause analysis for incidents.
• Analyze high-impact incidents end-to-end.
• Document knowledge base of critical processes.
• Track workaround actions.
• Maintain application flow documentation.
• Maintain support process runbook.
• Develop automated solutions for operational optimization.
• Proactively enhance the system with technical solutions.
• Identify and escalate urgent issues.
• Participate in incident and problem management.
• Provide rotational weekend guard support.
• Follow the sun support schema.
• Maintain support documentation.
• Ensure compliance with NIQ practices and ITIL standards.
• Prioritize work based on incident priority.
• Experience in monitoring and observability.
• Handle production deployment activities.
• Hands-on service request fulfillment.
• Support server/DB patching and firewall changes.
• Liaise with Engineering & EIT for fixes.

Requirements:

• 3+ years in L2 Technology Support.
• Knowledge in Oracle PL SQL/Microsoft SQL/Snowflakes, Unix, Basics of Python, Basics of Azure.
• 2+ years hands-on experience in relative tech stack.
• Strong problem-solving and analytical thinking.
• Understanding of ITIL processes.
• Excellent communication skills.
• Ability to work weekends and holidays.
• Flexible work hours.
• Positive attitude and team player.
• Degree in Computing Systems Engineer, Computer Science, Software Engineer, or Informatics Engineer.

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