Job Description

SUPPORT SPECIALIST: So where do you fit here? Our client comes first. This means that Nielsen support specialists are here to help. As a Support Specialist, you will be responsible for high quality and in-depth technical support to internal and external users of Production systems. You will have exposure to all aspects of our business, as well as an opportunity to learn and work on many different technologies in a multi-tenant, cloud-based environment. You will also have the opportunity to participate in our newest product deployments to clients. This is a fast-paced and exciting role especially as Nielsen introduces many new and innovative solutions. The Support Specialist role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way. Being a strong team player is also key as you will need to know when to ask for help and also be willing to jump in when a team member needs a hand. RESPONSABILITIES:

• Analyze and investigates production incidents understanding the issue inside highly complex applications. Document incidents and their resolution, facilitating further resolutions to ensure all SLA’s are met. interacting with Operations, client services teams, and technology leaders to provide the best experience and service
• Execute root cause analysis (RCA) to identify root causes and final resolutions to production incidents, assesses incident resolution and estimates application changes. Apply resolutions, leading to timely, error free revisions in applications.
• Attend incident management (IM) calls to follow production issues and report status from the IT side through final solution or work around. Define next steps, address escalations, and mature systems to ensure fewer critical production incidents.
• Optimizing on-call rotations, processes, update runbooks, tools and documentation to help prepare teams for future incidents. Conducting post-incident reviews (RCA).
• Automate regular processing, monitoring, health checks for site reliability.

Qualifications

• 
  3+ years of experience in technical support or related areas.
• Passion for solving client issues and a champion of great customer service.
• Strong fundamentals and interest in application support, infrastructure knowledge, with a software engineering background.
• Good knowledge of SQL , UNIX scripting, and python.
• Familiarity in technology area like UNIX, automation tools, cloud, API management, database, monitoring tools, big data, infrastructure services, etc.,
• Sound SDLC skills, preferably with experience in an agile environment
• Excellent communication skills, with the ability to effectively interface across cross-functional technology teams and the business stakeholders
• Functional knowledge of Market research, FMCG industry, and big data is a plus.
• Ability to work intermittent extended work hours, including weekends and holidays with a rotating on-call schedule
• Must Have: Exceptional communications skills, flexibility to work in 24X7 shift rotations – including weekends. Familiarity in technology area like SQL, C#, UNIX scripting, Python, TIBCO, Azure, cloud, API management, automation tools, database, monitoring tools, big data, infrastructure services, etc., Sound SDLC skills, preferably with experience in an agile environment.
• Nice to have: Functional knowledge of Market research, FMCG industry, and big data.
• Minimum B.S. degree in Computer Science, Computer Engineering or related field

Additional Information

About NielsenIQ NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com. NielsenIQ is committed to hiring and retaining a diverse workforce. 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.