Description

You will provide Level 2 technical analysis, troubleshooting, and resolution for assigned customer accounts.

Responsibilities

• Perform Level 2 analysis, incident management, and root cause analysis (RCA) preparation.
• Implement immediate workarounds to limit customer downtime and follow up on permanent solutions.
• Coordinate technical issues internally and with outsourced partners, service providers, and client teams.
• Manage 24/7 emergency support, including on-call duties during weekends.
• Organize technical call bridges to facilitate diagnostics and collaboration with customers and partners.
• Maintain technical documentation, including runbooks, troubleshooting guides, and supported product lists.

Required Skills

• 7+ years of professional experience in technical support or engineering roles.
• Proficiency in Java and Python for application development and troubleshooting.
• Hands-on experience with UNIX and Linux operating systems.
• Experience with SQL and MySQL database technologies.
• Familiarity with Azure cloud services.
• Experience using ServiceNow and Jira for incident tracking and resolution.
• Knowledge of Informatica for data integration.
• Experience with monitoring tools such as Splunk, Dynatrace, or Datadog.
• Knowledge of Autosys for job scheduling and monitoring.

Preferred Skills

• Experience managing customer/partner Single Points of Contact (SPOC) for on-site technical tasks.

Key Skills

Education

Any Graduate