Support Engineer

NielsenIQ

8d•Hybrid

About The Position

As a Support Specialist, you will be responsible for high quality and in-depth technical support to internal and external users of Production systems. You will have exposure to all aspects of our business, as well as an opportunity to learn and work on many different technologies in a multi-tenant, cloud-based environment. This is a fast-paced and exciting role especially as NielsenIQ introduces many new and innovative solutions. The Support Specialist role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way. Being a strong team player is also key as you will need to know when to ask for help and be willing to jump in when a team member needs a hand.

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.
Flexibility and acceptance to work in 24 X 7 shift rotations
Ability to work flexible & extended work hours as needed.
Positive attitude, team player, self-starter; takes initiative, ability to work independently.

Responsibilities

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.
100% Root cause for all the incidents raised.
End to End analysis on all the high impacting & potentially impacting incidents.
To have the clear Root cause tracked till the solution
To document the knowledge base of all the critical process and functionalities.
To track the workaround actions.
Application E2E flow documentations to be maintained for both technical and functional perspective.
To track the Runbook on the support process to be followed and maintained
To 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.
To have the Rotational weekend shift and provide handover/turnover to guarantee 24 X 7 support coverage
Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides
Ensure compliance to standard NIQ Practices / Tools, ITIL, Google, ServiceNow, and JIRA suite (VM)
Good understanding of overall application infrastructure is must.
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.