Support Engineer

About the Position

NIQ is seeking a Support Engineer to join our team. As a Support Specialist, you will provide high-quality and in-depth technical support to internal and external users of our Production systems. This role offers exposure to various aspects of our business and the opportunity to work on multiple technologies in a multi-tenant, cloud-based environment. It's a fast-paced and exciting role, especially as NIQ introduces new and innovative solutions.

Responsibilities

• Understand the SLA and ensure timely deliverables. Manage various severity levels and service requests. Conduct regular follow-ups with stakeholders to ensure timely delivery and 100% root cause analysis for all incidents raised.
• Perform end-to-end analysis on high-impact and potentially impacting incidents. Track the root cause until the solution is implemented.
• Document the knowledge base of all critical processes and functionalities. Maintain application end-to-end flow documentation from both technical and functional perspectives. Track the runbook on the support process to be followed and maintained.
• Develop automated technical solutions to optimize both operational and technical processes. Proactively enhance the system with technical solutions.
• Identify urgent issues and escalate them appropriately. Participate in Incident and Problem management.
• Provide rotational weekend shifts and ensure 24x7 support coverage by maintaining handover/turnover documentation.
• Maintain support documentation, including standard reporting, knowledge base, FAQs, and job aides.
• Ensure compliance with standard NIQ practices, ITIL, Google, ServiceNow, and JIRA suite (VM).
• Good understanding of overall application infrastructure is essential.
• Prioritize work internally based on incident priority and deadlines.
• Experience in Monitoring & Observability.
• Experience in handling production deployment activities.
• Hands-on experience in service request fulfillment.
• Support for server/DB patching, firewall changes.
• Liaise with Engineering & EIT team for fixes.

Requirements

• 3+ years of relevant experience in L2 Technology Support without gaps.
• Good knowledge in Oracle PL SQL, Microsoft SQL, Snowflakes, Unix, Basics of Python, Basics of Azure.
• At least 2 years of hands-on experience in the relevant tech stack.
• Strong problem-solving and analytical thinking.
• Understanding of ITIL Process and Production Technology support process.
• Excellent communication skills to drive meetings with stakeholders from Technology, Infrastructure, and Operational/governance teams.
• Ability to work including weekends and holidays with a rotating on-call schedule.
• Flexibility and acceptance to work in 24x7 shift rotations.
• Ability to work flexible & extended work hours as needed.
• Positive attitude, team player, self-starter; takes initiative, ability to work independently.
• Degree Qualifications: B.E., B.Tech, B.Sc/M.Sc – Computer Science, BCA, MCA.

We Offer

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About the Company

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights-delivered with advanced analytics through state-of-the-art platforms-NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com.

Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the Diversity Inclusion page.