Technical Support Engineer

Job Role: Application Production Support Analyst/Product Support Analyst

Job Location: Mumbai  

Experience: 4+ years  

Skills and Experience:  

• Must have the ability to diagnose, identify, isolate, and analyse problems using provided knowledge. 

• Good understanding of SQL.
• Able to understand the application workflows well (good understanding of applications supporting currently.) 
• Work with Cross-Functional Teams interface with business group/ vendor for operation & identify automation opportunities in daily operational process. 
• Understand and follow the laid down policies and processes to ensure stable operation and service continuity of all critical production systems and meet SLA. 
• Monitoring equipment functioning to ensure system operation according to the specifications & recommend corrective action and monitoring improvements.

• Monitor running applications using various tools like New Relic, Sentry, Pingdom, Grafana etc. 
• Incident management – handling ticket assigned to specific application issue, provide short term fixes and work around to allow Business priority to be achieved. 
• Problem management - Analysis of problem/issue and identification of root cause, follow up for the resolution of issue with Respective teams for permanent & temporary fix. 
• Maintaining and updating technical documents and procedures. 
• Excellent customer service & Communication skills. Attention to detail, a proactive approach. 

• Ability to work under pressure and to tight deadlines. 
• Ability to learn and master employer-specific software. 
• Should be able to identify specific issues and assist users to resolve some issues over email or chat.  

Willing to Work in Night & Weekend Shifts on rotational basis. 

Must have skills: 

• Experience in SQL commands for execution/manipulation of queries. 
• Understanding of Web technologies HTML, CSS, JavaScript, jQuery etc from support perspective 

• Understanding of Web application architecture.
• Working knowledge of web calls, HTTP and API Knowledge 
• Excellent written and verbal communication skills. Good presentation skills.
• Experience in Incident Management, Change Management and Problem Management.  
• Self-motivated, with strong ability to work both independently and with the team. 

• Strong Analytical skills. 
• Constant Learning Attitude & Self Doer.
• Able to work in shifts and flexible hours on request. 

Good to know (Not Mandatory for role): 

• Clear understanding of ITIL framework. 
• Oracle database concept and Oracle PLSQL.
• Knowledge of SolarWinds or Pingdom or New Relic or AppDynamics 
• Understanding of Jira as ticketing tool 
• Hands-on in Unix / Linux, SQL, Scripting  

• Experience with Web API (SOAP, Restful, JSON)   
• Support experience in e-commerce platform 
• Knowledge or understanding of database backup procedures, recovery systems, and SQL/Oracle. 
• Monitoring DB Systems, Logs & Schedulers on timely basis. 
• Fetching the reports from database on a timely manner for business purposes. 
• Identify and implement process improvement for production operations and setup monitoring using tools like SolarWinds or Pingdom or New Relic or Canary or scripting in Python.