Job Description

Support Specialist - REFID592683

Chennai, India


Embrace the role of a Senior Support Specialist on our team, where you'll play a vital part in ensuring the smooth operation of our enterprise software solutions. Your duties encompass monitoring applications, active triaging, collaborating with developers, and conducting thorough troubleshooting to identify and resolve application issues. Actively contributing to testing and quality assurance, you'll build a comprehensive Knowledge Base. As a proficient communicator, you'll lead the coordination of issue resolutions, actively engage in release calls, and contribute to Root Cause Analysis investigations.

RESPONSIBILITIES:

• Demonstrate strong verbal and written communication skills for detailed analysis and simplified explanations, addressing executive-level queries.
• Drive long-term solutions for high-impact production issues across technical, operations, and product teams.
• Lead process improvement initiatives to identify trends in issues and provide feedback to higher-level management.
• Respond to incidents from external and internal users, replicate issues, triage, provide workarounds, restore services, and collaborate with delivery teams for permanent solutions.
• Provide meaningful analysis of issues to users, offering timely updates on ongoing problems.
• Perform user maintenance to resolve issues and fulfill Standard Service Requests based on standard operating procedures.
• Conduct routine smoke testing, system monitoring, job monitoring, and respond to issues.
• Maintain consistent updates on tickets in Service-Now, open JIRA tickets, and monitor progress for defects.
• Coordinate end-to-end issue resolution with users, support teams, operations, technical delivery teams, and vendors if required.
• Identify and escalate urgent issues appropriately, participate in severity 1 incident and problem management.
• Maintain support documentation, including Standard Reporting, Knowledge Base, FAQs, and Job Aides.
• Ensure compliance with standard NIQ Practices/Tools, ITIL, Google, ServiceNow, and JIRA suite (VM).
• Demonstrate a good understanding of the overall application infrastructure.
• Prioritize internal work based on incident priority and deadlines.
• 6+ years of relevant experience in Business Application Support, with expertise in ITIL and ITSM.
• Work on client-facing applications, addressing cloud concepts and exposure.
• Implement alerts and monitoring production systems, manage Support Engineers, and handle 24•7 support.
• Pinpoint affected application components, and identify significant events and patterns based on real-time analysis.
• Support Business-As-Usual (BAU) tasks and work collaboratively in a cross-functional environment.
• Develop and execute test plans for application monitoring, providing accurate feedback to developers.
• Create and maintain a Knowledge Base (KEDB) with bug information and workarounds.
• Investigate and report issues to AppDev and coordinate until issue closure.
• Support continuous improvement in enterprise-level software solutions throughout the development life cycle.
• Take charge of potential automation projects and identify areas for process improvement.
• Monitor service-level dashboards, perform daily health checks, and review system capacity.
• Participate in Root Cause Analysis (RCA) investigations and perform Site Reliability Engineering (SRE) tasks.
• Create daily reports on pending and closure tickets, sharing knowledge with peers.

Qualifications • Bachelor's degree in engineering, computer science, or a related field.
• Good hands-on experience in programming and web services knowledge.
• Automation experience is helpful.
• Proficient in monitoring and observability.
• Strong communication skills.
• Expertise in data processing techniques.
• Experience building services on public cloud platforms like GCP, AWS, and Azure.
• Exposure to native monitoring skills and troubleshooting tools, including but not limited to Datadog, Logic Monitor, Pager Duty.
• Ability to create a Datadog Dashboard and perform log analysis.
• Ability to work flexible and extended hours as needed.
• Positive attitude, team player, self-starter; takes initiative and can work independently.
• Comfortable working in an Agile environment.
• Advanced knowledge in infrastructure components, including cloud services, containerization, compute, storage, and networking systems.

Must-Have:

• Exceptional communication skills.
• Flexibility to work in 24x7 shift rotations, including weekends.
• Application support experience in a Microsoft Azure Cloud environment.
• Proficiency in Microsoft Office Tools, SQL expertise, Unix, Analytic Reporting Suite, Metric Dashboards, and application monitoring tools but not limited to Datadog, Logic Monitor, Pager Duty.
• Experience in Global Command Center and Site Reliability Engineering (SRE) practices.

Additional Information

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

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(TM). 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 NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion