Senior Product Sustenance Engineer

As a product sustenance engineer you will work with a team of professionals in our L2 Support Team to provide users a high quality product experience, taking care of Incident resolution as well as Service Requests .

Daily work includes a high portion of trouble shooting and requires technical skills to drive issues to resolution. You will use ServiceNOW ticket system to follow up on Incidents, Service Requests and Problems and apply ITIL principles.

Responsibilities :

• Proactive, professional technical support service for applications following ITIL guidelines . Adopt ITIL principles to resolve Incidents and Service Requests and manage Problems.
• IT support and maintenance of business applications to ensure the effective and efficient functioning of global business operations.
• Create and maintain comprehensive documentation and knowledgebase to ensure support, maintenance and recovery of all IT systems.
• Work self-organized to process incoming requests, keep backlog under control and take urgent action in high priority situations.
• Work closely and collaborate with the Information Technology and Operations teams to support systems and process improvements.
• Create productive relationships with key users, vendors and colleagues to ensure timely and efficient resolution of incidents/problems.

REQUIRED EXPERIENCE AND SKILLS:

Experience:

• Strong Computing and or IT background with at least 5-8 years of related work experience.
• eCommerce domain will be highly preferrable.
• Strong IIS and web-based application knowledge. Especially troubleshooting knowledge of Web Server, App Server and DB Server is a must.
• Working knowledge of MS SQL Databases is a must
• ITIL foundation certification is a must with clear understanding of Incident Management, Problem Management, techniques of RCA and good understanding for the need of SLA
• Experience with Observability platform like Grafana for trouble shooting, monitoring and alerting is a must .
• Working knowledge of ESB or Message Queuing (MSMQ) is an added advantage
• Experience with REST based WebServices and microservices is an added advantage
• Exposure to agile, DevOps and/or automation is desirable.

Skills:

• You have attention to detail and are motivated by high quality results.
• Ability to adopt new technologies and learn how to master them, in order to conduct trouble-shooting and monitor stability of IT-Services.
• Have the mind-set of a cross functional team member with all the skills necessary to serve our customers .
• Processes high domain knowledge - meaning very good understanding of the business, applications, and functionalities.
• Self-organizing , with the ability to work both independently and as part of a team.
• Critical thinking and analytical skills with troubleshooting and complex problem-solving ability is a must.
• Excellent verbal/written communication skills. Fluent in English.

Additional information

Personal Qualities:

Excellent analytical and problem-solving skills

Excellent verbal and written communication skills

Successful teamwork experience

Proven ability to transfer knowledge and stay aware of current trends and technical advancements

Ability to articulate and present different points-of-views on various technologies