Client Support Engineer 2

3 weeks ago

bangalore, India Epsilon India Full time
Job description
The “Client Support Engineer – 2” is responsible for executing and monitoring production processes as well as for managing production incidents. This includes troubleshooting and escalation of incidents and anomalies in processing. The position will require an ability to clearly communicate technical issues in writing and verbally. Candidate will be required to read technical specifications and validate data extracts and reporting based on previously defined business requirements. Candidate is expected to assist in troubleshooting a variety of issues across multiple environments.
What you’ll do
Monitor and verify program execution, identification and communication of processing variances
(e.g. run time, record counts, etc.) and potential issues
Manage Production alerts and take necessary action as per the run-book
Creation of incident tickets, and follow-up until closure as per Standard Operational Procedure
Maintain and adhere production schedules to include ad-hoc requests
Stopping and starting system processes
Troubleshoot failures and determine best course of action
Internal Stakeholder communications with respect to the daily production cycles
Documenting all Operational activities (Known Error Database, reports, Troubleshooting steps, Operation manual, important mail communications)
SLA Adherence
Flexible to work in shifts ( APAC, EMEA, NA)
Assist with restores and backup requests
Production Trend analysis & Root cause analysis of the issues
Ability to handle operational activities across accounts and Domains
What’ll you need
Bachelor’s degree in science or engineering
2-5 years of Production Support work experience
Essential skills and experience:
Good communication, interpersonal, and analytical skills
Ability to articulate technical problems verbally and in written form
Good Understanding of SQL and scheduling
Familiarity/Experience with UNIX, LINUX, Windows environments
Hands on experience in Unix/PERL scripting
Familiarity with scheduling and job monitoring tools
Professional proficiency in English
Desirable skills and experience:
Good understanding of Operational best practices (ITIL framework)
Good time management
Knowledge of MS Office
Eagerness to learn new technologies and domains.
Detail oriented and ability to multi-task
Good Team Player
Quick learner in a fast paced and challenging work environment
Familiarity/Experience with Hosting technology(s) (IIS, Apache, Tomcat - various variants)

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