Senior Support Engineer – L2

5 days ago

Noida, Uttar Pradesh, India Source-Right Full time

Position: Senior Support Engineer – L2 (CE58SF RM 3653)
Job Description
Managed Services L2 Support Engineer/Senior Engineer for IoT projects

in the Smart Products & IoT Strategic Innovation Centre in India team. This role is responsible for

supporting managed services & application/product support for IoT projects.

Duties & Responsibilities
 Investigate the issue and Provide Resolution (where is the issue –

device/connectivity/platform/application layer)

 Application & Platform Performance Monitoring

  • Identify, categorize, prioritize, diagnose, route, track, and close the alarms raised by monitoring tools
  • Recreate and verify complex performance and environmental issues with full access to the
  • production environment
  • To identify, troubleshoot and solve incidents within SLA timelines  Log Analysis of the issues reported  Update tickets recent status and progress on ticketing tool  Raise a bug for issue in application functionality where a code fix might be needed  Triaging of
  • Mobile App issues on both Play Store & App Store
  • Web App issues
  • Platform (AWS) issues  Proposing solution to recurring incidents  Proposing some new enhancements in existing solution  Service Mgmt. Reporting
  • Status Tracking & Reporting  Continuous Service Improvement
  • Process Management & Improvement  Managing the Production AWS platform & applications deployed along with the E2E monitoring of systems and data flow  Incident Management  Problem Management  Change Management  Risk Management  Knowledge Management

 Qualifications And Experience
Mandatory.

Bachelor's degree in electrical engineering, Software Engineering, Computer

Science, Computer Engineering, or related Engineering discipline.

 3+ years of experience in L2 of managed services / application (mobile or web)

support

 1+ years of experience in the Smart/Connected Products & IoT workflow.

 Hands on experience in

  • Mobile OR Web App issues troubleshooting
  • AWS platform or certified in AWS (Solution Architect/SysOps)
  • Server-less/headless architecture
  • Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache,
  • Dynamo DB, Athena, AWS IoT
  • Linux
  • NoSQL Database (Dynamo DB preferred)
  • Trouble ticketing tools (Jira Software & Jira Service Desk preferred)  Good hands-on experience in scripting languages:
  • Python / Python Boto OR Golang/Node-js.  Ability to differentiate between application & platform issues and proven track record of taking them to closure  Preferred
  • Hands on experience on New Relic and AWS Cloudwatch tools
  • Prior experience in operation support for IoT projects (50,000+ live devices) will be an added advantage
  • ITIL certification
  • Experience in AWS Cloud IoT Core platform
  • L3 Support experience in addition to L2

 Skills And Abilities Required

  • Willingness to work in a 24X7 shifts environment
  • Flexible to take short term travels on a short notice to facilitate the field trails & soft launch of products
  • Excellent troubleshooting & analytical skills
  • Highly customer-focused and always eager to find a way to enhance customer experience
  • Able to pinpoint business needs and deliver innovative solutions
  • Can-do positive attitude, always looking to accelerate development.
  • Self-driven & committed to high standards of performance and demonstrate personal ownership for getting the job done.
  • Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies.
  • Excellent verbal & written communicati0on skills

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