Support Specialist

Job Description
SUPPORT SPECIALIST
:

So where do you fit here? Our client comes first. This means that Nielsen support specialists are here to help. 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. You will also have the opportunity to participate in our newest product deployments to clients.

This is a fast-paced and exciting role especially as Nielsen 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 also be willing to jump in when a team member needs a hand.

RESPONSABILITIES
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• Analyze and investigates production incidents understanding the issue inside highly complex applications. Document incidents and their resolution, facilitating further resolutions to ensure all SLA's are met. interacting with Operations, client services teams, and technology leaders to provide the best experience and service
• Execute root cause analysis (RCA) to identify root causes and final resolutions to production incidents, assesses incident resolution and estimates application changes. Apply resolutions, leading to timely, error free revisions in applications.
• Attend incident management (IM) calls to follow production issues and report status from the IT side through final solution or work around. Define next steps, address escalations, and mature systems to ensure fewer critical production incidents.
• Optimizing on-call rotations, processes, update runbooks, tools and documentation to help prepare teams for future incidents. Conducting post-incident reviews (RCA).
• Automate regular processing, monitoring, health checks for site reliability.

Qualifications

• 3+ years of experience in technical support or related areas.
• Passion for solving client issues and a champion of great customer service.
• Strong fundamentals and interest in application support, infrastructure knowledge, with a software engineering background.
• Good knowledge of SQL , UNIX scripting, and python.
• Familiarity in technology area like UNIX, automation tools, cloud, API management, database, monitoring tools, big data, infrastructure services, etc.,
• Sound SDLC skills, preferably with experience in an agile environment
• Excellent communication skills, with the ability to effectively interface across cross-functional technology teams and the business stakeholders
• Functional knowledge of Market research, FMCG industry, and big data is a plus.
• Ability to work intermittent extended work hours, including weekends and holidays with a rotating on-call schedule
• Must Have: Exceptional communications skills, flexibility to work in 24X7 shift rotations – including weekends. Familiarity in technology area like SQL, C#, UNIX scripting, JAVA, Spring Boot, Python, TIBCO, Azure, cloud, API management, automation tools, database, monitoring tools, big data, infrastructure services, etc., Sound SDLC skills, preferably with experience in an agile environment.
• Nice to have: Functional knowledge of Market research, FMCG industry, and big data.
• Minimum B.S. degree in Computer Science, Computer Engineering or related field

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.

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Our commitment to Diversity, Equity, and Inclusion
At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the