Full-Time Support Engineer

• Understand SLA and ensure timely deliverables.
• Manage various severity levels and Service requests.
• Ensure timely delivery through regular follow-ups with stakeholders.
• Identify and escalate urgent issues appropriately.
• Participate in Incident and Problem management.
• Root Cause Analysis: 100% for all incidents, tracked till solution.
• Documentation: Knowledge base for critical processes, Application E2E flow, Runbooks for support process.
• Track workaround actions.
• Propose automated technical solutions to optimize operational and technical processes.
• Proactively enhance the system with technical solutions.
• Participate in rotational weekend guard support and follow the sun support.
• Maintain support documentation (Standard Reporting, Knowledge Base, FAQs).
• Ensure compliance with NIQ Practices/Tools, ITIL, Google, ServiceNow, and JIRA suite.
• 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 L2 Technology Support experience.
• Good knowledge in Oracle PL SQL/Microsoft SQL/Snowflakes, Unix, Basics of Python, Basics of Azure.
• Strong problem-solving and analytical thinking.
• Understanding of ITIL processes.
• Excellent communication skills.
• Ability to work weekends and holidays with on-call schedule, flexible hours.
• Positive attitude, team player, self-starter.

Education:

• Degree in Computing Systems Engineer, Computer Science, Software Engineer, or Informatics Engineer.

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