Support Engineer

WPP is a world leader in marketing services, with deep AI, data and technology capabilities, global presence and unrivalled creative talent. Our clients include many of the biggest companies and advertisers in the world, including approximately 300 of the Fortune Global 500.

Our people are the key to our success. We're committed to fostering a culture of creativity, belonging and continuous learning, attracting and developing the brightest talent, and providing exciting career opportunities that help our people grow.

Why we're hiring:

GroupM is the world's 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

Reporting of the role

This role reports to the Programme Director, Data Platforms, Global Investment Systems, Global Technology

What you'll be doing:

• Being the proxy to business and working in the technology group, you get to play an influencing role on how technology solutions can, not only meet the business needs but also shape the way business operates.
• You get to work on various types of data solutions built upon the latest Microsoft Azure Cloud Technology Stack.
• Worldwide exposure as you get to work closely with the extended GroupM Technology team at the regional and global level.
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In this role, your goals will be:

In three months:

• up to speed with what our existing solutions can offer and articulate well to end users
• having a good grasp on our technology landscape at both conceptual and operational level
• able to conduct demos and provide first-level support
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In six months:

• able to conduct second-level support and troubleshoot technical issues independently
• able to understand technology solutions in a more intimate levels so that you can provide opinions and engage a deeper conversation with the wider technology team
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In 12 months:

• able to lead and drive training plan with support teams worldwide
• able to mentor support analysts from the local markets across the region
• 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
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What you'll need:

Essential

• 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
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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
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Minimum qualifications:

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