Job Description

Company Description

Think about the billions of purchases that consumers make every single day around the world. Imagine trying to make sense of the trillions of data points that represent these purchases. From a family doing online shopping for household essentials to a quick run to the supermarket, Nielsen is measuring the entire consumer path to purchase.

Nielsen is a multinational company working with the world\'s largest brands across the world to inform them on where and how their best customers are shopping. The challenge is that this is a moving target and a complex problem. With the commerce landscape shifting constantly, only Nielsen has the span and caliber of data to make sense of what drives a consumer to make a purchase.



Senior Support Specialist, Chennai

REF21081Q

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.

Responsibilities:

• Strong understanding of technical troubleshooting skills and concepts along with strong verbal and written communication skills.
• 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.
• Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides
• Fulfill service requests and respond to technical incidents by executing actions based on standard operating procedures.
• Prioritize, research, troubleshoot and resolve or escalate technical issues.
• Provide high-quality service to continually drive towards \xe2\x80\x9cfirst call, first touch\xe2\x80\x9d resolution.
• 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.
• Ensure compliance to standard Nielsen Practices / Tools (Nielsen Client Helpline, Incident and Problem Management, Change Advisory Board, ServiceNow, JIRA)
• Process improvement for identifying trends in issues and providing feedback to higher level management.
• Drive long-term solutions to high impact production issues and problem resolution across technical teams.

Qualifications

• 5+ Years of experience in technical support or related areas with experience in team handling.
• Strong fundamentals and interest in application support, infrastructure knowledge, with a software engineering background.
• Ability to work intermittent extended work hours, including weekends and holidays with a rotating on-call schedule.
• Ability to deep dive into issues and work cross-functionally to drive solutions.
• Comfort working with client facing teams as well as senior technical associates
• 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
• Must Have: Exceptional communications skills, flexibility to work in 24X7 shift rotations - including weekends. Familiarity in technology area like SQL, 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.

Education:

Minimum B.S. degree in Computer Science, Computer Engineering or related field

Additional Information

Nielsen invented the very concept of market share. Today, our data and insights continue to provide the essential foundation that makes markets possible in the rapidly evolving world of commerce. Modern consumers have access to more choices via more channels than ever before. Only Nielsen offers a truly complete picture of this complex and changing marketplace-an accounting that clients trust as the basis of their most important decisions.

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\xe2\x84\xa2.

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

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center:

NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.

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