Job Description

Basic Function

• Provide Level 2/3 support for */dXg Global Atlas platform applications and services utilized by customers of Wolters Kluwer.
• Proactive monitoring / Event management: analysis of system alerts, logs, system behavior, resource utilization and performance trends.
• Provide leadership on incident management and resolution as well as expert analysis and resolution feedback to customers.
• The support engineer reports to the Global Atlas support manager.

Essential Duties and responsibilities

• Monitor and react to incidents raised by customers or as a result of system generated alerts
• Use incident management software to create, track and document all communications regarding incident investigation, status and resolution
• Contribute to or establish continual process improvement based on observed platform performance and issues data, analysis of system logs and historical monitoring metrics
• Consult with systems support and operational intelligence teams to establish system performance and alerting tolerance thresholds to ensure maximum system availability
• Work with senior management and support team members as required to resolve issues, engage development when appropriate
• Establish working relationship with operational intelligence and system support teams in order to enhance or create operational readiness criteria related to production processes and or new product introduction.
• Document workflows related to support processes including troubleshooting methodology.
• Participate in product team managed KT to gain knowledge of new products and emerging technologies related to platform services.
• Provide management with metrics related to system availability, support issues and KPIs as requested.
• Use defect management system to request expert analysis or to report bugs that require development intervention to resolve.
• Provide training as requested on new support processes and technologies

Job Qualifications

Education:

• Bachelor Degree in Computer Sciences or related technical discipline or equivalent combination of work experience and education

Experience:

• 4 years minimum experience supporting enterprise client applications
• Minimum of 1 year supporting applications in a networked environment utilizing cloud base services i.e. AWS or Azure
• Experience supporting cloud and network based storage systems
• Experience using ITIL certified software to document and track issues
• At least 2 years' experience supporting JAVA/JRE/JVM based applications
• Experience with Application Performance Monitoring (APM) tools and DB monitoring such as DynaTrace, AppDynamics, New Relic, AWS CloudWatch and Solarwinds.

Other Desirable Knowledge, Skills, Abilities or Certifications:

• Excellent written and spoken communication skills in English
• Ability of working flexible shifts
• Demonstrated ability to work independently and manage multiple deadlines
• The ability to document an illustrate cause and effect as part of problem solving is a must
• Strong interpersonal skills with experience in managing support projects and teams is a plus
• Certifications in MS-SQL, AWS, ITIL desired
• Able to write query scripts to retrieve data for analysis
• Utilized technologies: Linux, Apache, JBOSS, J2EE, JavaScript, GWT, REST Web Services, MSSQL, SQL/Bash/Perl scripting.
• Experience with REST API Web services.
• Knowledge in Linux, Apache, JBOSS, J2EE, Bash/Perl scripting for log analysis.
• Development-Operations (DevOps) experience supporting web-based applications a plus
• Experience in J2EE development, 2+ years or QA background will be considered in lieu of other requirements.

Travel requirements

• This position is based out of Pune, India with no immediate travel requirements