Senior Product Support Analyst
4 weeks ago
Job Description
About BU
The Saas Ops team under Product team forms the crux of our powerful platforms and connects millions of customers to the product magic. This team of innovative thinkers develop and build products that help Epsilon be a market differentiator. They map the future and set new standards for our products, empowered with industry best practices, ML and AI capabilities. The team passionately delivers intelligent end-to-end solutions and plays a key role in Epsilon’s success story.
Why we are looking for you?
At Epsilon India, we strongly believe in you and the unique skills you bring to the table.
What will you enjoy in this role?
Senior Product Support Analyst (Level 3 Support ) is responsible for providing support to Epsilon's home-grown products. This includes analyzing, triaging, replicating, testing, troubleshooting, provide technical work-around and suggestions to clients, pertaining to Epsilon’s core product. A working knowledge of AWS Cloud, SQL, RHEL, Java, .Net, Oracle DB and Shell/Perl scripting, combined with a general understanding of networking concepts, ITIL framework, with stake holder communication and management experience. Creates solutions by developing, implementing, and maintaining Java/J2EE Cloud (AWS) based components and interfaces.What will you do?
Responsible for development and maintenance of product with technologies involving Enterprise Java and Distributed technologies on Cloud, DevOps Continuous Delivery pipeline. Understand the issues raised by customers, do the deep dive analysis on impacted areas, come up with solution to un-block the customer. Responsible for providing the detailed Root Cause Analysis report once the Issue is resolved. Proactive towards taking up the initiatives and implement them with utmost quality. Identify the pain areas in resolving the customer areas and come up with the plan to automate the resolution process thus reducing the turnaround time. Automation of deployment, customization, upgrades, and monitoring through DevOps tools meant for Cloud management. Work with cross-functional teams during crisis to address and resolve complex incidents. Ability to understand the customer issue in its entirety, triage, analyze, troubleshoot and where possible assist in resolving customer issues. Ability to associate priorities, risks with issues logged and actively escalate where required. Ability to drive issues to closure through interaction with a wide variety of stakeholders. Team player who is ready to contribute, lead and own elements of troubleshooting and problem resolution. Documenting troubleshooting and problem resolution steps, by determining best course of action. Ability to learn and adapt to new technologies based on organization needs. Ensure all tickets meet the targets for resolution, escalation, documentation & completion. Collaborate with developers, product manager, business analysts and business users in conceptualizing, estimating, and developing new software applications and enhancements. Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.Qualifications
Bachelor’s degree in Computer Science or a related technical discipline with 6+ years’ experience and hands on development. 5-8 years of experience in Java with Product Support ,SQL Level 3/ Level 4 support with Scripting ( Python or Shell) Proficiency in JAVA/J2EE/ Springboot, SQL DB, Rest API and Unix/Linux. Working experience with AWS Cloud technologies-AWS. Experience in Big Data Ecosystems: Kafka, HBASE, Hadoop, Spark Experience (hands-on) in writing SQL queries. Conceptual/working knowledge of API, Webhooks. Hive/Flume/Fluent D/Logstash/Elastic search, Spark Streaming/Batch Analytics processing. Experience in CICD - Continuous Integration & continuous deployment. Work actively with team members to analyze and resolve application issuesIdentify defects, discrepancies, and trends by ways of code debugging or log analysis
Manage incidents and effectively communicate with users, application owners and senior stakeholders across all areas. Knowledge with distributed data stores (like Hadoop, Kafka, HBase, Spark) and Rest API. Identify alerts / processes that can be automated and then work with Customer Engineering team in automating them. Challenge existing application setup, processing and suggest different ways to solve problem or improve stability. Actively participate in Change management process with view to manage risk in production environment. Build and improve run books for generalists to minimize operational errors and gain fungibility/efficiency. Develop reports that provide trending statistics to track and manage application health and support service performance. Willing to learn and troubleshoot/support proprietary technologies not available through market place. Experience with Version Control Systems like SVN, GIT, TFS, etc.. Results oriented and deadline driven. Ability to communicate effectively, both written and verbal, with cross-functional teams. Excellent collaboration and interpersonal skills. Knowledge in Spark/Map Reduce jobs. Experience in managing large scale complex applications
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