Senior Application / Production Support Role - Hyderabad - Sonata Software - Immediate

Greetings!!!

Currently we have an Urgent Position for L2/L3 Application Support / Production Support role with one of our projects, location based in Hyderabad

Kindky find below the details for your Perusal.

Job Location : Hyderabad

CTC Range : Max 18.5 Lacs / Annum.

Experience Range : 5+ Years

Notice Period : Maximum 15 Days.

Looking for L2/L3 Application Support or Production Support resources with hands on API(SOAP/REST) experience. Provide Tier 3 Technical support for the Microsoft Advertising platform for Account Management Teams and other internal Microsoft Advertising partner teams via Teams, or written correspondence such as tickets and email.

• Resolve minimum of 45 complex escalations per month across various queues including but not limited to Ad Delivery, Microsoft Audience Network (MSAN), Advertiser API, Analytics, Microsoft Shopping Campaigns.

• Troubleshoot Medium to high complex issues and provide solutions within the Global Support Service Level Agreement with quality.

• Strong ability to create and execute SQL queries, write custom Cosmos scripts and leverage data bricks to debug and diagnose issues.

• Ability to analyze and visualize large complex data sets in Excel/Power BI obtained from various internal tools and log files.

• Ability to review customer website code to debug setup issues and recommend solutions; often jumping on client facing consultation calls.

• Understanding of Engineering & partner stakeholder maps; filing quality incidents (bugs) with speed; follow up with Engineering teams to ensure incidents get resolved in SLA.

• Partnering with multiple Engineering teams for issue mitigation, detailed root cause analysis and client facing talking points for complex issues bringing detailed logs and analysis.

• Translate resolutions for Sales and non-technical audiences backed with data & quality insights

• Provide status reporting on tickets worked, time to complete, and documenting issue investigations.

• Create/update troubleshooting and product documentation in the support knowledge base based on learnings from by-design engineering escalations.

• Provide timely correspondence on high impact issues to Support SMEs as appropriate, work with sales teams and partners to gather escalation information and customer/business impact

• Highlight any systemic issues and trends to identify platform enhancements in partnership with SMEs. Minimum 5 years’ experience in a technical support or software development organization (Tier 3 experience preferred), in the online industry for a high-volume commercial website or service; Organic & Paid search experience preferred

• API (SOAP/REST) experience, SQL

• Ability to analyze and visualize large data sets to find issue trend

• Practical experience running online systems built on Azure or similar cloud providers

• 2+ years of automation experience in C# or Python is preferred

• Experience with Excel, PowerBI and Microsoft suite of standard applications.

About Sonata Software:

Sonata is a global software company, one of the fastest growing in India. It specializes in Platform Engineering, Sonata’s proprietary Platformation methodology, providing a framework that assists companies with their digital transformation journeys and helps them build their businesses on platforms that are Open, Connected, Intelligent, and Scalable. Sonata's platform engineering expertise is supported by its capabilities in Cloud and Data, IoT, AI, and Machine Learning, Robotic Process Automation, and Cybersecurity. With its centres in India, the US, Europe, and Australia, Sonata brings Thought leadership, Customer-centricity, and Execution Excellence towards catalysing the business transformation process for its customers around the world.

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Best Regards,

Sathish Kumar Gnanasekaran

Talent Acquisition

M: +91 9840669681