Senior Product Support Engineer

1 week ago

Pune, Maharashtra, India Wolters Kluwer (India) Private Limited Full time

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

Job Qualifications

Education:

Bachelor Degree in Computer Sciences or related technical discipline or equivalent combination of work experience and education

Experience:

7-10 years minimum experience supporting enterprise client applications Minimum of 3 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

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