Support Engineer

Job DescriptionSo where do you fit here? Our client comes first. This means that NielsenIQ support specialists are here to help. 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. This is a fast-paced and exciting role especially as NielsenIQ 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 be willing to jump in when a team member needs a hand.Job DescriptionTo 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 solutionTo 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 maintainedTo 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 solutionIdentify urgent issues and escalate appropriately, participate in Incident and Problem managementTo 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 AidesEnsure compliance to standard NIQ Practices / Tools, ITIL, Google, ServiceNow, and JIRA suite (VM)Good understanding of overall application infrastructure is mustInternally prioritize work based on incident priority and deadlinesExperience in Monitoring & ObservabilityExperience in handling production deployment activitiesHands-on in-Service request fulfillmentSupport for Server/DB patching, firewall changesLiaise with Engineering & EIT team for fixesQualifications3+ Years of Relevant experience in L2 Technology Support without gapsGood Knowledge in Oracle PL SQL/Microsoft SQL/Snowflakes, Unix, Basics of Python, Basics of AzureMandatory to have at least 2 years of Hands-on experience in relative tech stackStrong problem solving and analytical thinking towards solutioningUnderstanding on ITIL Process and Production Technology support processExcellent Communication Skills. To drive the meetings with stakeholders from Technology, Infrastructure and Operational / governance teamsAbility to work including weekends and holidays with a rotating on-call scheduleAbility to work flexible & extended work hours as neededPositive attitude, team player, self-starter; takes initiative, ability to work independentlyDegree Qualifications: Computing Systems Engineer, Computer Science, Software Engineer, Informatics EngineerAdditional InformationOur BenefitsFlexible working environmentVolunteer time offLinkedIn LearningEmployee-Assistance-Program (EAP)About NIQNIQ 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.comWant to keep up with our latest updates?Follow us on: LinkedIn | Instagram | Twitter | FacebookOur commitment to Diversity, Equity, and InclusionAt NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion