It Support Engineer

About the Role Total 4 Years Of Relevant Exp As a Specialist in our IT support team you will enhance our technology operations by providing more sophisticated support to internal users Your contributions will be fundamental in ensuring seamless interactions between users and their IT tools directly impacting productivity and user satisfaction Roles and Responsibilities Monitor react to and investigate incidents raised by business partners or as a result of system generated alerts Use incident management process to create track and document all communications regarding incident investigation status and resolution Monitor and analyze application performance logs as wells as infrastructure related metrics data 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 teams when appropriate and collaborate with operation teams Collaborate with business development teams and professional services to resolve authentication and authorization workflow issues related to federated implementations Consult and align to workflows related to support processes including troubleshooting methodology Participate in development team managed Knowledge Transfer KT to gain knowledge of new products and emerging technologies related to authentication and authorization services Use defect management system to request expert analysis or to report bugs that require development intervention to resolve Other Duties Provide training as requested on new support processes and technologies Align to local regional workdays and business hours Education Bachelor Degree in Computer Sciences or related technical discipline or equivalent combination of work experience and education Experience Mid-seniority experience supporting web applications and systems Experience supporting Java based applications Experience using ITIL certified software to document and track issues Experience with Application Performance Monitoring APM tools and DB monitoring such as DynaTrace AppDynamics Datadog AWS CloudWatch MS AppInsight Experience with Kubernetes for cloud-based applications at a mid-senior level is an advantage Other Desirable Knowledge Skills Abilities or Certifications Excellent written and spoken English communication skills Strong customer service orientation and interpersonal skills Proven ability to understand logical sequences perform root cause analysis identify problems and escalate issues Capable of working independently Must be able to document and illustrate cause and effect as part of problem-solving Certifications in AWS Azure and ITIL are desirable Proficient in writing queries to retrieve data for analysis Experience with technologies such as Linux Apache JBOSS J2EE JavaScript ELK and MSSQL Knowledge of REST API web services Familiarity with Linux Apache JBOSS J2EE Bash Perl scripting and ELK for log analysis Development-Operations DevOps knowledge supporting web-based applications is advantageous Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process