Role: Expert System Engineer
Responsibilities:
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Providing premium client services, working with the client, tracking their ongoing issues, and helping them resolve those issues.
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Providing weekly/monthly client read-outs and presentations
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Client's point of contact on any application/database performance issue.
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Identify, qualify & help drive the issues/bugs to remediation/resolution.
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Keep track of identified issues/fixes and drive this resolution across the client base.
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Assess the extremely complicated application and database performance issues and drive them to resolution.
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Identify known issues and turn them into an alert and establish operational workflow with operational teams.
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Prepare necessary documentation around technical procedures as well as operational procedures.
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Participate in weekly/daily technical/leadership calls to update on the progress.
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Working in a 24*7 operational environment with rotational shifts.
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Responsible for handling Level 2 analysis, troubleshooting, and resolution.
Experience & Knowledge:
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Candidate must have a 7-8+ years of experience in supporting and monitoring
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Understands Global Command Center/Service desk/Frontline Monitoring operations
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Ensure team adherence to all team, account, and client policies and procedures.
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Experience/Knowledge of Application/Infrastructure Monitoring tools/solutions.
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LogicMonitor/AppDynamics/AzureMonitor/SentryOne or other Application Performance management tools etc.
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Experience in Windows servers infrastructure and. Net-based Application Support, IIS, worker process thread, Web config, Event Logs
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Server Performance metrics - CPU, Memory, Queue length, MSMQ, I/O, Page writes, Perfmon,Windows Clustering etc.
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Basics of Networking and Azure Monitoring
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Intermediate to Professional level of experience in SQL. E.g., SQL Jobs, SQL queries, Blocking, Always On
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Experience with ITSM tools such as Service desk/ServiceNow.
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Basic knowledge of ITIL framework (V3.0 foundation certificate would be added advantage)
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Creative data reporting/presentation - PowerBI, Excel, Pivot tables, charts etc
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International support experience (preferably US or Europe i.e., good command of verbal and written English)
Good to Have:-
- Understanding of healthcare related application, patient care environments.
- Understanding of Azure environments.
Academic and Professional Qualifications:
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Bachelor’s Degree in computer science/IT
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Any relevant IT certification would be a plus.
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Strong interpersonal and communication skills (written and verbal) are a must to maintain our customer’s 1st focus, document processes, and communicate effectively within the team
Working Arrangements:
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Able and willing to work in ‘shifts’ or to be on an ‘after hours’ rotation.
