Technical Support Engineer - Performance

Job Description: Technical Support Engineer - Performance

Role Overview:
As a Technical Support Engineer - Performance, you will manage and resolve complex issues related to the ServiceNow platform's performance and instance availability. Acting as the final escalation point, you will address performance challenges, work closely with internal teams, and ensure top-tier customer support.

Job Role:

• Troubleshoot and remediate performance-related issues on the ServiceNow platform.
• Analyze transactional throughput, memory, CPU, job processing, and disk utilization using tools like BigData, Splunk, and Grafana.
• Optimize database performance through query tuning, index management, and execution plan analysis.
• Review and resolve performance issues in Java and JavaScript code.
• Collaborate with cross-functional teams to identify root causes and implement solutions.
• Support customers outside regular business hours (rotational shifts for weekends/holidays).

Required Skills:

• Proficiency in relational databases (e.g., MySQL, Oracle) and database optimization.
• Strong experience in Java, JavaScript (preferred), or scripting languages like Python or Perl.
• Expertise in Unix/Linux environments and analyzing Java heap and thread dumps.
• Familiarity with web application stack components and diagnosing performance issues.
• Excellent communication skills and a commitment to quality customer service.

Desired Skills (Optional):

• Knowledge of Web Services, JDBC, ODBC, and networking protocols (TCP/IP).
• Experience with Splunk and remote administration (SSH, SNMP, WMI, PowerShell).
• Understanding of ITSM, ITIL, and CMDB frameworks.

Job Requirements:

• Education: Bachelor's (B.E/B.Tech/B.C.A) or Masters (M.E/M.Tech/MCA) degree in a relevant field.
• Location: Hyderabad, Telangana, India.

This role is ideal for a collaborative and technically proficient individual ready to take on performance challenges in a dynamic environment.