IT Support Engineer Openings At Wolters Kluwer, Pune

• Basic Function
  

The IT Support Engineer is part of the DXG DSS Platform and Product Support (PPS) team. In this role you are responsible for providing analysis, recommendations on resolution and support of applications and technical services that is utilized by business professionals who partner with Wolters Kluwer. Additional responsibilities include working with Application Development, Operational Intelligence, DevOps, and QA teams to improve incident resolution, issue anticipation and system resiliency. Leadership potential, prior 4-10 years of work experience

Essential Duties And Responsibilities

Provide support for */dxg multiple research platforms and related services utilized by customers of Wolters KluwerResearch, diagnose, troubleshoot and identify solutions to resolve customer issuesFollow standard procedures for proper escalation of unresolved issues to the appropriate internal teamsProactive monitoring / Event management: analysis of system alerts, logs, system behavior, Performance analysis, resource utilization, and performance trendsTake ownership of customer issues reported and see problems through to resolutionProvide management with metrics related to system availability, support issues, and KPIs as requested

Job Qualifications

Education:Required: Bachelor’s Degree in Computer Science, Mathematics, or Information Technology, or related field.Preferred: Master’s Degree in Computer Science or Information Technology or related field.Experience and Capabilities:5-10 years minimum experience supporting enterprise client applicationsMinimum of 4 years supporting applications in a networked environment utilizing cloud base services i.e. AWS or AzureExperience supporting cloud and network-based storage systemsExperience using ITIL-certified software to document and track issuesAt least 1 year of experience supporting JAVA/JRE/JVM-based applicationsExperience with Application Performance Monitoring (APM) tools and DB monitoring such as DynaTrace, AppDynamics, New Relic, AWS CloudWatch, and Solarwinds.Other Desirable Knowledge, Skills, Abilities, or Certifications:Excellent written and spoken communication skills in EnglishThe ability to work flexible shiftsDemonstrated ability to work independently and manage multiple deadlinesThe ability to document and illustrate cause and effect as part of problem-solving is a mustStrong interpersonal skills with experience in managing support projects and teams are a plusCertifications in MS-SQL, AWS, and ITIL desiredAble to write query scripts to retrieve data for analysisUtilized technologies: Linux, Apache, JBOSS, J2EE, JavaScript, GWT, REST Web Services, MSSQL, SQL/Bash/Perl scripting.Experience with REST API Web services.Knowledge in Linux, Apache, JBOSS, J2EE, and Bash/Perl scripting for log analysis.Development-Operations (DevOps) experience supporting web-based applications a plusExperience in J2EE development and 2+ years of QA background will be considered in place of other requirements.Physical DemandsNormal office environmentWork hours determined by shift as part of a 7x24 staffing schedule:ShiftIndia Standard TimeShift-107:00 AM – 04:00 PMShift-203:00 PM – 12:00 AMShift-311:00 PM – 08:00 AMShift assignments will be rotated every monthApplicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.