Senior Technology Support Specialist

3 weeks ago


Chennai, Tamil Nadu, India NielsenIQ Full time

About the Role

As a Technical Support Specialist at NielsenIQ, you will play a critical part in delivering exceptional technical support to internal and external users of our Production systems.

Responsibilities

  • Understand and adhere to Service Level Agreements (SLAs) to ensure timely deliverables.
  • Manage various severity levels and Service requests, conducting regular follow-ups with stakeholders to ensure timely resolution.
  • Investigate root causes for all incidents, ensuring 100% resolution.
  • Conduct end-to-end analysis of high-impact incidents, tracking root causes to solution implementation.
  • Document critical processes and functionalities in the knowledge base, tracking workarounds and application E2E flow documentation.
  • Develop automated technical solutions to optimize operational and technical processes.
  • Identify and escalate urgent issues, participating in Incident and Problem management.
  • Provide 24/7 support with rotational shifts, maintaining support documentation and ensuring compliance with standard NIQ practices and ITIL.

Requirements

  • 3+ years of relevant experience in L2 technology support without gaps.
  • Strong problem-solving and analytical thinking skills.
  • Excellent communication skills, with the ability to drive meetings with stakeholders from Technology, Infrastructure, and Operational/Governance teams.
  • Ability to work flexible hours, including weekends and holidays, with a rotating on-call schedule.
  • Positive attitude, team player, self-starter, with the ability to work independently.


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