Support Engineer
hace 1 semana
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 guard support and participate in the follow the sun support schema (handover turnover tickets)- Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides- Ensure compliance to standard NIQ Practices / Tools, ITIL, Google, ServiceNow, and JIRA suite (VM)- 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.**Qualifications**:- 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.- Ability to work flexible & extended work hours as needed.- Positive attitude, team player, self-starter; takes initiative, ability to work independently.- Degree Qualifications: Computing Systems Engineer, Computer Science, Software Engineer, Informatics Engineer**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.Want to keep up with our latest updates?**Our commitment to Diversity, Equity, and Inclusion
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