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IT Support Engineer

1.00 to 4.00 Years   Pune   16 Jun, 2021
Wolters Kluwer (WKL)
Job LocationPune
EducationNot Mentioned
SalaryNot Disclosed
IndustryEducation / Training
Functional AreaGeneral / Other Software,IT Operations / EDP / MIS
EmploymentTypeFull-time

Job Description

Job QualificationsEducation:

  • Bachelor Degree in Computer Sciences or related technical discipline or equivalent combination of work experience and education
Experience:
  • 4 years minimum experience supporting enterprise client applications
  • Minimum of 1 year supporting applications in a networked environment utilizing cloud base services i.e. AWS or Azure
  • Experience supporting cloud and network based storage systems
  • Experience using ITIL certified software to document and track issues
  • At least 2 years experience supporting JAVA/JRE/JVM based applications
  • Experience with Application Performance Monitoring (APM) tools and DB monitoring such as DynaTrace, AppDynamics, New Relic, AWS CloudWatch and Solarwinds.
Other Desirable Knowledge, Skills, Abilities or Certifications:
  • Excellent written and spoken communication skills in English
  • Ability of working flexible shifts
  • Demonstrated ability to work independently and manage multiple deadlines
  • The ability to document an illustrate cause and effect as part of problem solving is a must
  • Strong interpersonal skills with experience in managing support projects and teams is a plus
  • Certifications in MS-SQL, AWS, ITIL desired
  • Able to write query scripts to retrieve data for analysis
  • Utilized technologies: Linux, Apache, JBOSS, J2EE, JavaScript, GWT, REST Web Services, MSSQL, SQL/Bash/Perl scripting.
  • Experience with REST API Web services.
  • Knowledge in Linux, Apache, JBOSS, J2EE, Bash/Perl scripting for log analysis.
  • Development-Operations (DevOps) experience supporting web-based applications a plus
  • Experience in J2EE development, 2 years or QA background will be considered in lieu of other requirements.
Travel requirements
  • This position is based out of Pune, India with no immediate travel requirements
Basic Function
  • Provide Level 2/3 support for */dXg Global Atlas platform applications and services utilized by customers of Wolters Kluwer.
  • Proactive monitoring / Event management: analysis of system alerts, logs, system behavior, resource utilization and performance trends.
  • Provide leadership on incident management and resolution as well as expert analysis and resolution feedback to customers.
  • The support engineer reports to the Global Atlas support manager.
Essential Duties and responsibilities
  • Monitor and react to incidents raised by customers or as a result of system generated alerts
  • Use incident management software to create, track and document all communications regarding incident investigation, status and resolution
  • Contribute to or establish continual process improvement based on observed platform performance and issues data, analysis of system logs and historical monitoring metrics
  • Consult with systems support and operational intelligence teams to establish system performance and alerting tolerance thresholds to ensure maximum system availability
  • Work with senior management and support team members as required to resolve issues, engage development when appropriate
  • Establish working relationship with operational intelligence and system support teams in order to enhance or create operational readiness criteria related to production processes and or new product introduction.
  • Document workflows related to support processes including troubleshooting methodology.
  • Participate in product team managed KT to gain knowledge of new products and emerging technologies related to platform services.
  • Provide management with metrics related to system availability, support issues and KPIs as requested.
  • Use defect management system to request expert analysis or to report bugs that require development intervention to resolve.
  • Provide training as requested on new support processes and technologies
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Keyskills :
troubleshootingnetworkinglanoperating systemsswitchesms sqlnew relicweb servicesitil certifiedsystem supportproblem solvingsenior managementdefect management

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