- Location
- Office - Pune - Panchshil Business Park (India)
- Type
- Full-time
- Department
- Engineering
- Experience
- 7+ years
- Source
- Workday
Description
Role: Expert System Engineer
Responsibilities:
- Providing premium client services, working with the client, tracking their ongoing issues, and helping them resolve those issues.
- Providing weekly/monthly client read-outs and presentations
- Client's point of contact on any application/database performance issue.
- Identify, qualify & help drive the issues/bugs to remediation/resolution.
- Keep track of identified issues/fixes and drive this resolution across the client base.
- Assess the extremely complicated application and database performance issues and drive them to resolution.
- Identify known issues and turn them into an alert and establish operational workflow with operational teams.
- Prepare necessary documentation around technical procedures as well as operational procedures.
- Participate in weekly/daily technical/leadership calls to update on the progress.
- Working in a 24*7 operational environment with rotational shifts.
- Responsible for handling Level 2 analysis, troubleshooting, and resolution.
Experience & Knowledge:
- Candidate must have a 7-8+ years of experience in supporting and monitoring
- Understands Global Command Center/Service desk/Frontline Monitoring operations
- Ensure team adherence to all team, account, and client policies and procedures.
- Experience/Knowledge of Application/Infrastructure Monitoring tools/solutions.
- LogicMonitor/AppDynamics/AzureMonitor/SentryOne or other Application Performance management tools etc.
- Experience in Windows servers infrastructure and. Net-based Application Support, IIS, worker process thread, Web config, Event Logs
- Server Performance metrics - CPU, Memory, Queue length, MSMQ, I/O, Page writes, Perfmon,Windows Clustering etc.
- Basics of Networking and Azure Monitoring
- Intermediate to Professional level of experience in SQL. E.g., SQL Jobs, SQL queries, Blocking, Always On
- Experience with ITSM tools such as Service desk/ServiceNow.
- Basic knowledge of ITIL framework (V3.0 foundation certificate would be added advantage)
- Creative data reporting/presentation - PowerBI, Excel, Pivot tables, charts etc
- International support experience (preferably US or Europe i.e., good command of verbal and written English)
Good to Have:-
· Understanding of healthcare related application, patient care environments.
· Understanding of Azure environments.
Academic and Professional Qualifications:
- Bachelor’s Degree in computer science/IT
- Any relevant IT certification would be a plus.
- Strong interpersonal and communication skills (written and verbal) are a must to maintain our customer’s 1st focus, document processes, and communicate effectively within the team
Working Arrangements:
- Able and willing to work in ‘shifts’ or to be on an ‘after hours’ rotation.
Skills
AzureSQLExcelServiceNowPatient CareITIL
