Senior Support Engineer - North America Shift

WPP is the creative transformation company. We use the power of creativity to build better futures for our people, planet, clients, and communities.

Working at WPP means being part of a global network of more than 115,000 accomplished people in 110 countries. WPP has headquarters in New York, London and Singapore and a corporate presence in major markets worldwide.

We create transformative ideas and outcomes for our clients through an integrated offer of communications, experience, commerce, and technology.

WPP and our award-winning agencies work with most of the world's biggest companies and organisations from Ford, Unilever and P&G to Google, HSBC, and the UN. Our clients include 61 of the FTSE 100, 307 of the Fortune Global 500, all 30 of the Dow Jones 30 and 62 of the NASDAQ 100. WPP are the leader in the Bloomberg Gender Equality Index and 20th in the FTSE 100 rankings for Women on Boards.

Why we're hiring:

GroupM is the worlds largest media investment company and a part of WPP. In fact, we are responsible for one in every three ads you see globally. We are currently looking for a Support Analyst to join the Global Investment Systems, an integral part of WPP IT. In this role, you will be responsible for providing day-to-day operational and application support to ensure our Investment data warehouse solutions, bespoke applications, reporting and visualisation dashboards meet the agreed service level with the business.

This role is based in Chennai office of GEC (Global Engineering Centre) supporting different regions globally.

At GroupM, our people are our strength, which is why fostering a culture of diversity and inclusion is important to us.

What you'll be doing:

North America Shift

• Lead and mentor junior support engineers
• Troubleshoot first- and second-level technical issues raised by local markets and regional users
• Prioritise issues and provide immediate workarounds to critical ones as far as possible
• Attempt to analyse the root cause of all problems and either provide the end users with a solution, workaround, or escalate the issue to the product team
• Verify, manage, track, and regularly communicate the status of issues reported between the user base in the region and the product team
• Perform data profiling, verification and analysis
• Monitor server activities, resource utilisation and general health of the systems, as required
• Collaborate with the DevOps team to implement new releases and changes in all environments
• Communicate new releases and changes to local markets according to the Change Schedule
• Participate and support user acceptance testing, as required
• Maintain application usage dashboard
• Build end-user training materials and operational guides
• Conduct training sessions

What you'll need:

Essential

• Ability to coordinate with different parties while resolving complex support issues
• Excellent written and oral communication skills while articulating issues, statuses and resolutions on support issues
• Hands-on application support experience in solutions built in Microsoft technology
• Ability to write moderately complex SQL query statements for data analysis and profiling
• Hands-on experience and knowledge on how data interface and integrate between multiple systems such as sFTP, Blob, ETL artefacts, etc.
• Experience in using various troubleshooting tools and methods such as event viewer, analysing of log files, etc.
• Experience working with enterprise BI tools particularly Power BI
• Ability to work to deadlines and manage multiple concurrent tasks while maintaining attention to detail
• Self-starter with positive and proactive attitude
• Ability to rapidly learn new IT systems and tools
• Good problem-solving skills
• Customer-centric mindset
• Willing to work on shifts that support different time zones worldwide

Desirable

• Cloud maintenance and support experience (such as Azure, GCP)
• Well versed in data warehousing concepts
• Knowledge on data modelling relationship and dimensional
• Experience in media or advertising industry
• Experience practising Agile methodology
• Experience in one or more of these: Microsoft Stored Procedures, SSIS, SSAS, .NET C#, Azure Data Technology stack
• Basic networking knowledge (such as ping, telnet, nslookup, etc.) and experience troubleshooting network connectivity issues
• Basic Azure Active Directory knowledge (such as account expiry, account locked-out, etc.) and experience troubleshooting Azure/Okta Authentication issues

Minimum qualifications:

• Tertiary qualification in Computer Science or a relevant discipline such as Information Technology, Computer Engineering, Data Analytics, etc.
• 5 to 7 years of full-time professional experience in applications support