Support Specialist/ Sr Support Specialist (App support)

NIQ is a global measurement and data analytics company providing the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world’s population. Focusing on consumer-packaged goods manufacturers and FMCG and retailers, we enable customers to defy what’s possible. How? We combine unparalleled datasets, pioneering technology, and the industry’s top talent to create insights that unlock innovation. Join us and change the landscape.

Embrace the role of a Support Specialist on our team, where you'll play a vital part in ensuring the smooth operation of our enterprise software solutions. Candidates will be part of Global Command Center and will be responsible to lead a team of L1 & L2 Support specialists providing application production support for various applications. Your duties encompass monitoring applications, active triaging, collaborating with developers, and conducting thorough troubleshooting to identify and resolve application issues.

RESPONSIBILITIES:

• Ensure team is achieving 99.95% system availability across all customer facing systems.
• Experience in observability on production application support
• Effectively audit the threshold of the monitors, pinpoint affected application components, identify significant events and patterns based on real-time analysis.
• Follow the standard operating procedures to minimize the downtime, optimizing the system performance to maintain uninterrupted service delivery.
• Monitor service-level dashboards, ensure team is performing daily health checks, and review system capacity.
• Ensure team is meeting the SLA of various critical alerts and maintain consistent updates on tickets in ServiceNow and JIRA.
• Provide meaningful analysis of issues, timely updates on ongoing incidents to stakeholders and internal teams.
• Coordinate end-to-end issue resolution with users, support teams, operations, technical delivery teams, and vendors if required.
• Knowledge on azure cloud for monitoring the resources and take necessary actions if needed.
• Building AI monitoring on azure or any other inhouse tool
• Kubernetes knowledge to provide application support
• Ensure team has clear understanding of risk associated with alerts, identify and mitigate new risks.
• Drive long-term solutions for high-impact production issues across technical, operations, and product teams.
• Assist team in identifying the loopholes in existing processes, share best practices, conduct weekly team meetings and fast-track feedback.
• Share and collect process improvement ideas to identify trends in issues and propose automation ideas to higher-level management.
• Demonstrate strong verbal and written communication skills.
• Ensure SLAs are met with Business-As-Usual (BAU) tasks and work collaboratively in a cross-functional environment. .
• Drive team meetings effectively and ensure the latest data is available for presentations for monthly workshops with leaders.
• Create and maintain a Knowledge Base (KEDB) with bug information and workarounds.
• Facilitate collaboration and communication among internal teams, stakeholders, and external partners. This includes maintaining open channels of communication, facilitating cross-functional collaboration, and fostering a culture of transparency and teamwork.
• Handling application releases and provide full support for the signoff

• Relevant experience in Business Application Support, with expertise in ITIL and ITSM.
• Bachelor’s degree in engineering, computer science, or a related field.
• Automation experience is great to have.
• Good knowledge on Azure docker and kubernetes services
• Proficient in monitoring and observability.
• Exposure to native monitoring skills and troubleshooting tools, including but not limited to Datadog, LogicMonitor, PagerDuty, OpsGenie.
• Ability to create a dashboard and perform log analysis in monitoring tools like DataDog, LogicMonitor, AppDynamics.
• Good to have hands on experience on data visualization tools like PowerBI.
• Cloud and ITIL certifications will be a plus.
• Advanced knowledge in infrastructure components, including cloud services, containerization, compute, storage, and networking systems is good to have.

Must-Have:

• Exceptional communication skills.
• Flexibility to work in 24x7 shift rotations, including weekends.
• Ability to work flexible and extended hours as needed.
• Positive attitude, team player, self-starter; takes initiative and can work independently.
• Comfortable working in an Agile environment.
• Application support experience in Microsoft Azure and Google Cloud Platforms.
• Hands on experience on UNIX, SQL, Microsoft Office Tools, and application monitoring tools but not limited to Datadog, LogicMonitor, PagerDuty, and OpsGenie.
• Docker knowledge will be an added advantage
• Experience working in Global Command Center and Site Reliabi

• Enjoy a flexible and rewarding work environment with peer-to-peer recognition platforms.
• Recharge and revitalize with help of wellness plans made for you and your family.
• Plan your future with financial wellness tools.
• Stay relevant and upskill yourself with career development opportunities.

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion