Dec Jobs Vacancy
Job Description
Position Summary
The candidate will be handling the role and responsibilities of a support engineer working in rotational shifts closely with third party as well as in-house tools and applications. You will be a part of a fast-paced environment collaborating with application developers and other teams like infrastructure to resolve issues and ensure uptime for applications within stipulated SLA’s. In this role, you will be providing front line support to our clients, triage and analyze technical issues encountered in different applications & platforms. You are expected to play a vital role by identifying opportunities for improvement and automation followed by implementation of efficient solutions along with iterative learning of functional and business functions.
Experience and Required Skill Sets
- Minimum 2-year experience working as Support Engineer/ Sr. Support Engineer.
- Prior experience with monitoring tools like Splunk, ELK, SolarWinds, AppDynamics, Grafana etc.
- Knowledge of cloud-based (preferred AWS) platforms and configurations.
- Experience with Python and exposure to coding/scripting or automating manual tasks.
- Hands-on experience with Linux, Windows servers.
- Attention to detail, curiosity and experience in troubleshooting issues.
- Excellent written and verbal communication skills with the ability to explain complex technical problems to non-technical cohorts.
- Collect, triage and troubleshoot production support incidents and follow documented standard operating procedures.
- Participate in a 24x7 support operation on-call rotation.
- Setup monitoring around applications, platform and IT infrastructure using different enterprise and open source tools.
- Maintain and create documentation and knowledgebase to act as SOP’s for other members of the team and empower clients to self-resolve issues.
- Utilize analytical skills in determining the root cause of problems, demonstrate the ability to multi-task and prioritize responsibilities based on changing requirements.
- Excellent communication skills backed by technical skills that allow you to own production support issues and collaborate with engineers to resolve issues within designated SLAs.
- Work on the user queries and monitoring requests raised by business users providing timely updates to concerned stakeholders.
- Ability to work with cross-functional teams and partner with development and support teams globally.
Good to Have
- Familiarity with test-driven code development and SCM tools such as Git.
- Experience with Atlassian products such as Confluence, JIRA and ServiceDesk.
- Experience in Financial domain will be a strong plus.
- Strong business focus and a clear understanding that technology is the means to achieve business goals.
- Understanding of multi-tiered applications in terms of software components, CI/CD pipelines, deployment environments etc.
Educational Qualification
- Bachelors/Master’s degree in a relevant STEM field.