NielsenIQ
1 year ago
Support Engineer
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Company information
- Company
- NielsenIQ
- Location
- México Mexico
- Posted
- 1 year ago
Job description
Job Description
- 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 weekend guard support and participate in the follow the sun support schema (handover turnover tickets)
- 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.
Required skills
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