Senior Support Engineer L2 CE58SF RM 3653

Job Description
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

Job Details

Role Level: Mid-Level Work Type: Full-Time Country: India City: Noida ,Uttar Pradesh Company Website: https://source- Job Function: Information Technology (IT) Company Industry/

Sector: IT Services and IT Consulting

What We Offer

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