Senior Support engineer

Company Description

Job Description

Embrace the role of a Senior Support Specialist on our team, where you'll play a vital part in ensuring the smooth operation of our enterprise software solutions. Candidates will be part of Global Command Center and will be responsible to lead a team of L1 & L2 Support specialists providing application production support for various applications. Your duties encompass monitoring applications, active triaging, collaborating with developers, and conducting thorough troubleshooting to identify and resolve application issues.

RESPONSIBILITIES:  

• 8+ years of relevant experience in Business Application Support, with expertise in ITIL and ITSM. 
• Ensure team is achieving 99.95% system availability across all customer facing systems.
• Need to be on top of identified potential severity incidents and closely work with Global incident management, development and other infrastructure teams to resolve the production issues. 
• Effectively audit the threshold of the monitors, pinpoint affected application components, identify significant events and patterns based on real-time analysis.
• Follow the standard operating procedures to minimize the downtime, optimizing the system performance to maintain uninterrupted service delivery.
• Monitor service-level dashboards, ensure team is performing daily health checks, and review system capacity. 
• Ensure team is meeting the SLA of various critical alerts and maintain consistent updates on tickets in ServiceNow and JIRA.
• Provide meaningful analysis of issues, timely updates on ongoing incidents to stakeholders and internal teams.
• Coordinate end-to-end issue resolution with users, support teams, operations, technical delivery teams, and vendors if required. 
• Ensure teams active participation in the sev1 calls, need to do triaging for infra related issue and effectively communicate in calls to take it to the closure with appropriate Root Cause Analysis (RCA). 
• Take active participation in Release and deployment calls.
• Demonstrate a good understanding of the overall application infrastructure.
• Ensure team has clear understanding of risk associated with alerts, identify and mitigate new risks. 
• Prioritize internal work based on incident priority and deadlines.  
• Drive long-term solutions for high-impact production issues across technical, operations, and product teams. 
• Assist team in identifying the loopholes in existing processes, share best practices, conduct weekly team meetings and fast-track feedback.
• Share and collect process improvement ideas to identify trends in issues and propose automation ideas to higher-level management. 
• Demonstrate strong verbal and written communication skills. 
• Ensure SLAs are met with Business-As-Usual (BAU) tasks and work collaboratively in a cross-functional environment. 
• Prepare presentations for leadership visits.
• Drive team meetings effectively and ensure the latest data is available for presentations for monthly workshops with leaders.
• Ensure shift roster is up to date and prepared well in advance and shared with the team.  
• Create and maintain a Knowledge Base (KEDB) with bug information and workarounds.
• Facilitate collaboration and communication among internal teams, stakeholders, and external partners. This includes maintaining open channels of communication, facilitating cross-functional collaboration, and fostering a culture of transparency and teamwork.
• Handling application releases and provide full support for the signoff 

Qualifications

• Bachelor’s degree in engineering, computer science, or a related field. 
• Automation experience is great to have. 
• Proficient in monitoring and observability. 
• Exposure to native monitoring skills and troubleshooting tools, including but not limited to Datadog, LogicMonitor, PagerDuty, OpsGenie. 
• Ability to create a dashboard and perform log analysis in monitoring tools like DataDog, LogicMonitor, AppDynamics. 
• Good to have hands on experience on data visualization tools like PowerBI.
• Cloud and ITIL certifications will be a plus.
• Advanced knowledge in infrastructure components, including cloud services, containerization, compute, storage, and networking systems is good to have. 

Must-Have: 

• Exceptional communication skills. 
• Flexibility to work in 24x7 shift rotations, including weekends. 
• Ability to work flexible and extended hours as needed. 
• Positive attitude, team player, self-starter; takes initiative and can work independently. 
• Comfortable working in an Agile environment. 
• Application support experience in Microsoft Azure and Google Cloud Platforms. 
• Hands on experience on UNIX, SQL, Microsoft Office Tools, and application monitoring tools but not limited to Datadog, LogicMonitor, PagerDuty, and OpsGenie. 
• Docker knowledge will be an added advantage
• Experience working in Global Command Center and Site Reliability Engineering (SRE) practices.

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion