Senior Support Specialist, Pune
REFID315337
As part of this Role, the candidate will work on issues and requests submitted via JIRA tickets as well as email escalations. Also expected to provide debugging support during technical bridge calls for critical outages and degradation.
The candidate is also responsible for creating knowledge management documentation and submitting platform tickets for any software defects they have identified and reproduced in lower environments. He/she will also be part of an on-call rotational support during weekends and after-hours support as needed.
Responsibilities:
- Analyze Application Front end UI bugs and Visualization Issues
- Collaborate with development team in fixing bugs & defects
- Perform extensive debugging and troubleshooting to diagnose root cause of software defects & issues in system specifications
- Support BAU tasks as needed
- Ability to work collaboratively in a cross-functional, cross-discipline environment
- Develop and execute test plans to verify quality & accuracy of applications
- Provided accurate feedback to developers regarding product issues
- Review existing software programs and databases to identify & fix issues
- Updating all bug databases with accurate information
- Investigate issues reported by Application Support (L2) and provide effective workarounds or permanent solutions.
- Support continuous improvement throughout the development life cycle of enterprise-level software solutions, including enhancements and maintenance.
- Perform smoke test, post deployment validation to troubleshoot software application issues.
- Coordinate modifications to the production environment by collaborating with development teams.
- Take charge of potential automation projects and pinpoint areas for process improvement.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Responsible for delivering new and improved capabilities in systems monitoring recovery and stability aspects of the system.
- Monitor Service level dashboards, perform daily health monitoring, system capacity review and allocation of adequate capacity.
- Providing technical support to teams within the organization, and to external clients when required Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
- Communicate application problems and issues to key stakeholders, including management, development teams, and unit leaders.
- Categorizes issues and resolutions to enable trending metrics.
- Participate in RCA investigations to identify and implement permanent fixes and preventative measures.
- Performs various SRE tasks such as daily health checks.
- Create daily reports on pending & closure tickets.
- Develop and share Knowledge base to peers
- Follow up with clients to ensure their IT systems are fully functional after troubleshooting
Must Have:
- Bachelor’s degree in computer science or related field
- 5 years equivalent work experience
- Working knowledge of Application built using Angular, Nodejs, Typescript, HTML, CSS, GraphQL
- Experience and knowledge working in SQL databases (PostgreSQL, MongoDB)
- Proficiency in programming/scripting languages such as PowerShell, Python, Bash
- Proficiency in API’s (REST) and tweaking attributes, Payload via POSTMAN
- Knowledge in ACI (Azure containerized instances) and AKS (Azure Kubernetes services)
- Working knowledge in Log Analytical / APM tools such as Datadog, Logic Monitor, Splunk or Dynatrace.
- Working Knowledge of Docker, GitHub, Jenkins is preferred
- Familiarity with GIT / Bitbucket Repositories
- Familiarity with one Interactive Editors (Eg: VS-Studio, etc)
- Working knowledge in Atlassian’s ADLM JIRA
Good to Have:
- Full stack development knowledge is a plus
- Snowflake & Databricks knowledge is a Plus
- Enjoy a flexible and rewarding work environment with peer-to-peer recognition platforms.
- Recharge and revitalize with help of wellness plans made for you and your family.
- Plan your future with financial wellness tools.
- Stay relevant and upskill yourself with career development opportunities.
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.
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
