Support Engineer
Role Overview
So where do you fit here?
Our client comes first.
This means that NielsenIQ 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.
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.
Key Skills for This Role
Full Job Posting
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 ViewTM. 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
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 https://nielseniq.com/global/en/news-center/diversity-inclusion
Qualifications
- 3+ Years of Relevant experience in L2 Technology Support without gaps.
- Good Knowledge in Oracle PL SQL/Microsoft SQL/Snowflakes/Databricks, 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.
- Degree Qualifications: B.E., B.Tech, B.Sc/M.Sc – Computer Science, BCA, MCA
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 shift and provide the support 24 X 7 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.
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