Job Description

So where do you fit here? Our client comes first. This means that NIQ technical Senior support teams are here to help. As a Senior Support Manager, you will be responsible for your team's high quality and in-depth technical support to internal and external users of Production systems. You will work with and manage global teams across all regions at NIQ. You will have exposure to all aspects of our business as well as an opportunity to learn and work on many different technologies. You will be expected to own all aspects of production quality.
This is a fast-paced and exciting role especially as NIQ introduces many new and innovative solutions. The Senior Support Manager role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way.
RESPONSIBILITIES:

• Strong verbal and written communication skills with the ability to provide detailed analysis and simplified explanation up to the executive level.
• Drive long-term solutions to high impact production issues and problem resolution across technical, operations, product teams.
• Process improvement for identifying trends in issues and providing feedback to higher level management.
• Manager teams responsible for:

• Responding to incidents created from external and internal users - replicate issues, triage, provide workarounds, restore services, and work with delivery teams if defects require permanent solutions.
• Providing meaningful analysis of issues back to users and provide timely update for any on-going problems.
• Performing user maintenance to resolve issues.
• Fulfilling Standard Service Requests and execute actions based on standard operating procedures.
• Performing routine smoke testing, system monitoring and job monitoring and respond to issues.
• Providing consistent updates on tickets and monitor the progress in respective ticketing tools.

• End to end coordination of issue to resolution with the user, other support teams, operations, technical delivery teams and vendors if required.
• Identify urgent issues and escalate appropriately, participate in Incident and Problem management.
• Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides
• Ensure compliance to standard NIQ Practices / Tools, ITIL, Google, ServiceNow, and JIRA suite (VM)
• Good understanding of overall application infrastructure is must.
• Internally prioritize work based on incident priority and deadlines.
• Relevant experience into Business Application Support 15 + years
• ITIL & ITSM is a must skill (Incident and Problem Management they must have experience)
• Understanding or exposure to cloud concepts-any one cloud will also be fine.
• Implementation of alerts and monitoring on production systems.
• Experience in Managing Support Engineer including people management skills.
• Experience in Managing 24 X 7 Support including on weekend on calls.
• Pinpoint affected application components to focus teams on stabilizing critical user experiences.
• Intelligently Identify significant events and patterns based on real time analysis and past experiences.
• Handling minimum 5 members of support team.
• Experience in Monitoring & Observability.
• Experience in handling production deployment activities.
• Hands-on in-Service request fulfillment.
• Support for Server/DB patching, firewall changes.
• Liaise with L3 team for fixes.
• Emergency fixes provided by delivery team are managed, with notification to triage team. Configuration activities (product level hot fixes for basic file and data issues).
• Help define and implement our Enterprise Monitoring strategy for Multi-Cloud Monitoring and Observability. This includes the collection, delivery, analysis, and visualization of Key monitoring telemetry data around metrics, logs, and traces.

Assist in building Service Management Process for monitoring platforms covering day-to-day operations, incidents, change, SLA management and Capacity Management. * Develop onboarding and integration process and assist in User adoption of monitoring and observability capabilities.
Provide support to Internal processes related to audit, Compliance, and Risk for monitoring and observability platforms and services. * Help define monitoring standards, procedures and manage stakeholder engagement, metrics reporting and monitoring standards governance function.

• Directly collaborate with End Users, Command Center, Production Support teams and all product stakeholders to understand business requirements, help drive alignment, and build thoughtful solutions.
• Drive the vision for monitoring & analytic engineering across product verticals and define the execution path to achieve the vision.
• Proactively identify reliability & data quality problems and drive triaging and remediation process.
• Invest in continuous employee development of a highly technical team by mentoring and coaching engineers and technical leads in the team.
• Recruit and attract top talent.
• Drive execution and delivery by collaborating with cross functional teams, architects, product owners and engineers.
• Solid experience in building and evolving large scale distributed systems to reliably process.

Build and lead a team of engineers to deliver reliable, scalable and secure monitoring and analytic services for various business needs.
Qualifications

• Bachelor's degree in Engineering, Computer Science, or related field
• Good Hands on experience of some unix shell script ,PL/SQL, Python, Postgres, Mongo DB, MS SQL server programming language.
• Expertise in data processing techniques.

Experience building services on public cloud platforms like GCP, AWS, Azure. * Automation experience.

• Strong communication skills
• Exposure to Native Monitoring, troubleshooting skills in the tools including but not limited [DataDog ,Logic Monitor, Pager Duty]
• DataDog Dashboard Creation and Dashboard Tuning and optimization for batch jobs.
• Providing thought Leadership during production triage and incident management call.
• Ability to work flexible & extended work hours as needed.
• Positive attitude, team player, self-starter; takes initiative, ability to work independently.
• Comfort working in an Agile environment.
• Advanced knowledge in infrastructure components. [cloud services, containerization, compute, storage, networking system, On Prem infrastructure]
• Must Have: Exceptional Communication Skills, Flexibility to work in 24 x 7 Shift rotations - Including weekends. Application Support experience in a Microsoft Azure Cloud environment, Microsoft Office Tools, SQL expertise, Analytic

Reporting Suite, Metric Dashboards and Application monitoring tools such as Datadog, Logic Monitor, Pager Duty

• Nice to Have: Experience in Global Command Center and SRE practices is a plus.

Additional Information
Our Benefits

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

About NIQ
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(TM). 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
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Our commitment to Diversity, Equity, and Inclusion
NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: