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Sourceright Technologies
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Senior Support Engineer L2

Senior Support Engineer L2

Sourceright Technologies

5 - 8 years

6 - 10 Lacs

noida

Posted:20 hours ago| Platform:

Apply

Skills Required

change management managed services linux problem management incident management l2 engineer monitoring product support python

Work Mode

Work from Office

Job Type

Full Time

Job Description

Managed Services L2 Support Engineer/Senior Engineer for IoT projects in the Smart Products & IoT Strategic Innovation Centre in India team. This role is responsible for supporting managed services & application/product support for IoT projects.

Duties & Responsibilities:

Investigate the issue and Provide Resolution (where is the issue
device / connectivity / platform / application layer) Application & Platform Performance Monitoring
Identify, categorize, prioritize, diagnose, route, track, and close the alarms raised by monitoring tools
Recreate and verify complex performance and environmental issues with full access to the production environment
To identify, troubleshoot and solve incidents within SLA timelines
Log Analysis of the issues reported
Update tickets recent status and progress on ticketing tool
Raise a bug for issue in application functionality where a code fix might be needed

Triaging of

Mobile App issues on both Play Store & App Store
Web App issues
Platform (AWS) issues

Proposing solution to recurring incidents
Proposing some new enhancements in existing solution
Service Mgmt. Reporting

Status Tracking & Reporting

Continuous Service Improvement
Process Management & Improvement
Managing the Production AWS platform & applications deployed along with the E2E monitoring of systems and data flow
Incident Management
Problem Management
Change Management
Risk Management
Knowledge Management

Qualifications and Experience:

Mandatory.

bachelors degree in electrical engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline.
3+ years of experience in L2 of managed services / application (mobile or web) support
1+ years of experience in the Smart/Connected Products & IoT workflow.

Hands on experience in

Mobile OR Web App issues troubleshooting
AWS platform or certified in AWS (Solution Architect/SysOps)
Server-less/headless architecture
Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache,
Dynamo DB, Athena, AWS IoT
Linux
NoSQL Database (Dynamo DB preferred)
Trouble ticketing tools (Jira Software & Jira Service Desk preferred)
Good hands-on experience in scripting languages:
Python / Python Boto OR Golang/Node-js.
Ability to differentiate between application & platform issues and proven track record of taking them to closure

Preferred

Hands on experience on New Relic and AWS Cloudwatch tools
Prior experience in operation support for IoT projects (50,000+ live devices) will be an added advantage
ITIL certification
Experience in AWS Cloud IoT Core platform
L3 Support experience in addition to L2

Skills and Abilities Required:

Willingness to work in a 24X7 shifts environment
Flexible to take short term travels on a short notice to facilitate the field trails & soft launch of products
Excellent troubleshooting & analytical skills
Highly customer-focused and always eager to find a way to enhance customer experience
Able to pinpoint business needs and deliver innovative solutions
Can-do positive attitude, always looking to accelerate development.
Self-driven & committed to high standards of performance and demonstrate personal ownership for getting the job done.
Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies.
Excellent verbal & written communicati0on skills

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