Job
Description
At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future. About the Role: • The team this role supports is responsible for the critical function of managing lineups and metadata across various media channels such as cable, broadcast and video on demand etc. that encompasses a wide scope dealing with data from both local and national providers. • This role requires flexibility to provide technical support across different time zones, including both IST and US business hours on a rotational basis. The Support Engineer will serve as the primary point of contact for customer and stakeholder inquiries, responsible for troubleshooting issues, following Standard Operating Procedures (SOPs) and escalating to the development team when necessary. • This role requires close collaboration with cross-functional teams to ensure timely and effective issue resolution, driving operational stability and enhancing customer satisfaction. • In this role, you will debug and attempt to resolve issues independently using SOPs. If unable to resolve an issue, you will escalate it to the next level of support, involving the development team as needed. Your goal will be to ensure efficient handling of support requests and to continuously improve SOPs for recurring issues. Responsibilities : • Serve as the first point of contact for customer or stakeholder issues, providing prompt support during the US/IST time zone on a rotational basis. Execute SOPs to troubleshoot and resolve recurring issues and ensuring adherence to documented procedures. • Provide technical support and troubleshooting for cloud-based infrastructure and services, including compute, storage, networking and security components. • Collaborate with application, security and other internal teams to resolve complex issues related to cloud-based services and infrastructure. • Escalate unresolved issues to the development team and provide clear documentation of troubleshooting steps taken. Document and maintain up-to-date SOPs, troubleshooting guides, and technical support documentation. Collaborate with cross-functional teams to ensure issues are tracked, escalated, and resolved efficiently. • Proactively identify and suggest process improvements to enhance support quality and response times. Key Skills: • Bachelor's or Master’s degree in Computer Science, Software Engineering, or a related field. • Experience Range- 4 to 6 years. Must have skills: *Proficiency in Java programming language. * Excellent SQL skills for querying and analyzing data from various database systems. * Good understanding of database concepts and technologies. * Good problem-solving skills and ability to work independently. * Good proficiency in AWS cloud platform and its core services. * Good written and verbal communication skills with a strong emphasis on technical documentation. * Ability to follow and create detailed SOPs for various support tasks. Good to have skills: * Knowledge of Scala/Python for scripting and automation. * Familiarity with big data technologies such as Spark and Hive.
