Support Specialist, Chennai

About the Position

Support Specialist, Chennai

Embrace the role of a Support Specialist on our team, where you'll play a vital part in ensuring the smooth operation of our enterprise software solutions. Your duties encompass monitoring applications, active triaging, collaborating with developers, and conducting thorough troubleshooting to identify and resolve application issues. Actively contributing to testing and quality assurance, you'll build a comprehensive Knowledge Base. As a proficient communicator, you'll lead the coordination of issue resolutions, actively engage in release calls, and contribute to Root Cause Analysis investigations.

Responsibilities

• Analyze and resolve front-end UI bugs, visualization issues, and backend issues.
• Collaborate with the development team to address defects and bugs.
• Conduct extensive debugging and troubleshooting for root cause analysis.
• Support Business-As-Usual (BAU) tasks and work collaboratively in a cross-functional environment.
• Develop and execute test plans, providing accurate feedback on application performance.
• Create and maintain a Knowledge Base (KEDB) with accurate descriptions and workarounds.
• Investigate and report issues to Application Support (L2) for closure.
• Support continuous improvement in the development life cycle of software solutions.
• Perform smoke tests and post-deployment validation.
• Coordinate modifications to the production environment and identify areas for process improvement.
• Take charge of potential automation projects and support system monitoring and stability.
• Follow standard procedures for issue escalation and communicate with stakeholders.
• Monitor service-level dashboards and review system capacity.
• Provide technical support to internal teams and external clients.
• Record, track, and document the problem-solving process.
• Categorize issues and resolutions for trending metrics.
• Participate in Root Cause Analysis (RCA) investigations.
• Perform Site Reliability Engineering (SRE) tasks, including daily health checks.
• Generate daily reports on pending and closure tickets.
• Actively participate in release calls.

Requirements

• Bachelor’s degree in engineering, computer science, or related field.
• Exposure to Native Monitoring skills and tools including but not limited to (Datadog, Logic Monitor, Pager Duty).
• Ability to create Datadog Dashboards and conduct log analysis.
• Positive attitude, team player, self-starter; ability to work independently.
• Comfortable working in an Agile environment.
• Good understanding of ITIL service lifecycle stages.
• Advanced knowledge of infrastructure components (cloud services, containerization, compute, storage, networking system).
• Application Support experience in a Microsoft Azure Cloud environment.
• Proficiency in Microsoft Office Tools, SQL, Analytic Reporting Suite, Metric Dashboards, Application monitoring tools, and Job Scheduler tools.
• Demonstrated good interpersonal and communication skills.
• Ability to work flexible and extended hours, covering global business hours, holidays, and weekends on a rotational basis.

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 and Inclusion page.