Job
Description
As a Specialist in the IT support team at Wolters Kluwer, your primary role will be to enhance technology operations by providing advanced support to internal users. Your contributions will play a crucial role in ensuring seamless interactions between users and their IT tools, directly impacting productivity and user satisfaction. **Key Responsibilities:** - Monitor, react to, and investigate incidents raised by business partners or as a result of system-generated alerts - Utilize the incident management process to create, track, and document all communications regarding incident investigation, status, and resolution - Monitor and analyze application performance logs as well as infrastructure-related metrics/data - Contribute to or establish continual process improvement based on observed platform performance and issues data, analysis of system logs, and historical monitoring metrics - Collaborate with systems support and operational intelligence teams to establish system performance and alerting tolerance thresholds to ensure maximum system availability - Work with senior management and support team members to resolve issues, engage development teams when appropriate, and collaborate with operation teams - Collaborate with business development teams and professional services to resolve authentication and authorization workflow issues related to federated implementations - Participate in development team-managed Knowledge Transfer (KT) to gain knowledge of new products and emerging technologies related to authentication and authorization services - Use defect management system to request expert analysis or report bugs that require development intervention to resolve **Qualifications Required:** - Bachelor's Degree in Computer Sciences or related technical discipline or equivalent combination of work experience and education - Mid-seniority experience supporting web applications and systems - Experience supporting Java-based applications - Experience using ITIL certified software to document and track issues - Experience with Application Performance Monitoring (APM) tools and DB monitoring such as DynaTrace, AppDynamics, Datadog, AWS CloudWatch, MS AppInsight - Experience with Kubernetes for cloud-based applications at a mid-senior level is an advantage - Certifications in AWS, Azure, and ITIL are desirable - Proficient in writing queries to retrieve data for analysis - Experience with technologies such as Linux, Apache, JBOSS, J2EE, JavaScript, ELK, and MSSQL - Knowledge of REST API web services - Familiarity with Linux, Apache, JBOSS, J2EE, Bash/Perl scripting, and ELK for log analysis - Development-Operations (DevOps) knowledge supporting web-based applications is advantageous **Additional Details:** Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process. As a Specialist in the IT support team at Wolters Kluwer, your primary role will be to enhance technology operations by providing advanced support to internal users. Your contributions will play a crucial role in ensuring seamless interactions between users and their IT tools, directly impacting productivity and user satisfaction. **Key Responsibilities:** - Monitor, react to, and investigate incidents raised by business partners or as a result of system-generated alerts - Utilize the incident management process to create, track, and document all communications regarding incident investigation, status, and resolution - Monitor and analyze application performance logs as well as infrastructure-related metrics/data - Contribute to or establish continual process improvement based on observed platform performance and issues data, analysis of system logs, and historical monitoring metrics - Collaborate with systems support and operational intelligence teams to establish system performance and alerting tolerance thresholds to ensure maximum system availability - Work with senior management and support team members to resolve issues, engage development teams when appropriate, and collaborate with operation teams - Collaborate with business development teams and professional services to resolve authentication and authorization workflow issues related to federated implementations - Participate in development team-managed Knowledge Transfer (KT) to gain knowledge of new products and emerging technologies related to authentication and authorization services - Use defect management system to request expert analysis or report bugs that require development intervention to resolve **Qualifications Required:** - Bachelor's Degree in Computer Sciences or related technical discipline or equivalent combination of work experience and education - Mid-seniority experience supporting web applications and systems - Experience supporting Java-based applications - Experience using ITIL certified software to document and track issues - Experience with Application Performance Monitoring (APM) tools and DB monitoring such as Dy
