IT Support Engineer

IT Support Engineer Openings At Wolters Kluwer, Pune

• Basic Function

  The IT Support Engineer is part of the DXG DSS Platform and Product Support (PPS) team. In this role you are responsible for providing analysis, recommendations on resolution and support of applications and technical services that is utilized by business professionals who partner with Wolters Kluwer. Additional responsibilities include working with Application Development, Operational Intelligence, DevOps, and QA teams to improve incident resolution, issue anticipation and system resiliency. Leadership potential, prior 4-10 years of work experience

  Essential Duties and responsibilities

  Provide support for */dxg multiple research platforms and related services utilized by customers of Wolters Kluwer
  Research, diagnose, troubleshoot and identify solutions to resolve customer issues
  Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  Proactive monitoring / Event management: analysis of system alerts, logs, system behavior, Performance analysis, resource utilization, and performance trends
  Take ownership of customer issues reported and see problems through to resolution
  Provide management with metrics related to system availability, support issues, and KPIs as requested
  Job Qualifications

  Education:

  Required: Bachelor's Degree in Computer Science, Mathematics, or Information Technology, or related field.

  Preferred: Master's Degree in Computer Science or Information Technology or related field.

  Experience and Capabilities:

  5-10 years minimum experience supporting enterprise client applications
  Minimum of 4 years supporting applications in a networked environment utilizing cloud base services i.e. AWS or Azure
  Experience supporting cloud and network-based storage systems
  Experience using ITIL-certified software to document and track issues
  At least 1 year of experience supporting JAVA/JRE/JVM-based applications
  Experience with Application Performance Monitoring (APM) tools and DB monitoring such as DynaTrace, AppDynamics, New Relic, AWS CloudWatch, and Solarwinds.
  Other Desirable Knowledge, Skills, Abilities, or Certifications:

  Excellent written and spoken communication skills in English
  The ability to work flexible shifts
  Demonstrated ability to work independently and manage multiple deadlines
  The ability to document and illustrate cause and effect as part of problem-solving is a must
  Strong interpersonal skills with experience in managing support projects and teams are a plus
  Certifications in MS-SQL, AWS, and ITIL desired
  Able to write query scripts to retrieve data for analysis
  Utilized technologies: Linux, Apache, JBOSS, J2EE, JavaScript, GWT, REST Web Services, MSSQL, SQL/Bash/Perl scripting.
  Experience with REST API Web services.
  Knowledge in Linux, Apache, JBOSS, J2EE, and Bash/Perl scripting for log analysis.
  Development-Operations (DevOps) experience supporting web-based applications a plus
  Experience in J2EE development and 2+ years of QA background will be considered in place of other requirements.

  Physical Demands

  Normal office environment

  Work hours determined by shift as part of a 7x24 staffing schedule:

  Shift

  India Standard Time

  Shift-1

  07:00 AM – 04:00 PM

  Shift-2

  03:00 PM – 12:00 AM

  Shift-3

  11:00 PM – 08:00 AM

  Shift assignments will be rotated every month

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.