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Job Description
- Requirements:
- 5+ years of experience as a L2/L3 support specialist;
- Bachelors or master’s degree in Computer Science or related fields;
- Good understanding of Microsoft enterprise office and cloud solutions: Office 365, MS Azure, SharePoint, etc.;
- Experience with MS Azure, AWS or Google Cloud will be a plus
- Hands-on experience in application or web application support
- Good understanding of SQL
- Strong experience with REST API
- Good understanding of HTTP Technologies
- Good TCP/IP knowledge
- Experience with monitoring tools (e.g. NewRelic, Prometheus, Grafana, ELK, Splunk, etc)
- Understanding of CI/CD process and implementation experience;
- Strong knowledge of Service Desk activities, Incident and Problem management principles and best-practices;
- Experience using Service Desk and task management software: JIRA, confluence, ServiceNow etc.;
- Strong communication skills, soft skills and stress-resistance is a must;
- Good English level is required, both spoken and written;
- Empathy, psychology and trusted communication building skills are a plus.
- Basic knowledge and understanding of Virtualisation
- Ability to read logs and analyze metrics
- The role requires a background in more advanced technical support (L2/L3) and direct customer interaction. Customer support experience is crucial for this position.
- Responsibilities:
- Take active part in issue resolution of any complexity, severity or scale;
- Set up new ecommerce websites on production environment, ensuring smooth deployment and functionality.
- Reconfigure components of ecommerce websites via CMS's on production environment.
- Be reliable, friendly and trustworthy frontline of the support/service desk;
- Respond and react to incoming issue requests;
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- Assist and help users resolving their issues;
- Extract and collect issue details from users;
- Provide consultations and advices to users;
- Report any out-of-scope issues, that cannot be resolved;
- Take part in issue escalation and progress tracking;
- Gather and report issue occurrence and resolution statistics;
- Elaborate ideas on improving and optimizing support activities;
- Ensure enterprise systems and business continuity;
- Process, analyze incidents and monitor their fixing;
- Be ready to take a role of Incident Manager in case of Major Incidents;
- Ensure that RCA provided/documented for each critical incident (Postmortem);
- Provide communication with external vendor;
- Concentrate on providing best value for users;
- To be ready for a 24*7 team work, 10h shift
Skills
GrafanaGoogle CloudSQLHTTP TechnologiesCI/CDL2/L3 SupportELKNewRelicIf an employer asks you to pay any kind of fee, please notify us immediately. Jobaaj does not charge any fee from the applicants and we do not allow other companies also to do so.
About Company
Intelliasia was founded in the year 2009, and in a span of 5 years we have been able to revolutionize the face of marketing by applying mobile strategies for some of the leading retail chains of the world. We provide services across all processes from management consulting, business application, enterprise solutions to enterprise collaboration. We also provide testing and assurance services, BPM and infrastructure management services. Intelliasia has seen tremendous growth since its inception is experienced in retails, manufacturing, insurance, banking, healthcare, education, media, business intelligence, automotive, mobile computing and embedded solutions.
Intelliasia acts as the bridge between technology and goals. We partner with organizations to help them use software technology to ideate, implement, and grow internally as well as externally. In today’s challenging environment, where automation and technology is the key to all processes, our team of strong, efficient technology professionals help our clients every step of the way.
They are known to be innovative and dependable. We have over 450 associates spanned across the globe. Our major hubs for operation include US, Africa, Europe, Middle East and south East Asia. We have delivery centers located in the heart of these countries – India (Chennai & Hyderabad), US (Irving, Texas), Africa (Dar-Us-Salaam) – to help us reach you. We are now looking forward to pave the way for new business performance thresholds with SEI CMM Accreditation.
Intelliasia Software Pvt Ltd was founded in 2009 and specializes in providing consulting services along with integrated solutions to Fortune 500 clients. Intelliasiasoft was founded and run by software professionals who are committed to Information Technology. From vendor neutral perspective we help our clients to evaluate, select and integrate leading edge technologies.
Important dates & deadlines?
Application Deadline
21 Nov 25, 04:51 PM IST
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Senior Support Engineer (L2)
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