Senior Support Specialist - Cloud & Automation with Site Reliability Engineering

Senior Support Specialist (Cloud, Automation, SRE)

Company Description

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.

Job Description

About Job:

Position Title- Support Specialist/ Senior Support Specialist

Location- Chennai

Embrace the role of a Senior Support Specialist on our team, where you'll play a vital part in ensuring the smooth operation of our enterprise software solutions. Your duties encompass monitoring applications, active triaging, collaborating with developers, and conducting thorough troubleshooting to identify and resolve application issues. Actively contributing to testing and quality assurance, you'll build a comprehensive Knowledge Base. As a proficient communicator, you'll lead the coordination of issue resolutions, actively engage in release calls, and contribute to Root Cause Analysis investigations.

RESPONSIBILITIES:

• Demonstrate strong verbal and written communication skills for detailed analysis and simplified explanations, addressing executive-level queries.
• Drive long-term solutions for high-impact production issues across technical, operations, and product teams.
• Lead process improvement initiatives to identify trends in issues and provide feedback to higher-level management.
• Respond to incidents from external and internal users, replicate issues, triage, provide workarounds, restore services, and collaborate with delivery teams for permanent solutions.
• Provide meaningful analysis of issues to users, offering timely updates on ongoing problems.
• Perform user maintenance to resolve issues and fulfill Standard Service Requests based on standard operating procedures.
• Conduct routine smoke testing, system monitoring, job monitoring, and respond to issues.
• Maintain consistent updates on tickets in Service-Now, open JIRA tickets, and monitor progress for defects.
• Coordinate end-to-end issue resolution with users, support teams, operations, technical delivery teams, and vendors if required.
• Identify and escalate urgent issues appropriately, participate in severity 1 incident and problem management.
• Maintain support documentation, including Standard Reporting, Knowledge Base, FAQs, and Job Aides.
• Ensure compliance with standard NIQ Practices/Tools, ITIL, Google, ServiceNow, and JIRA suite (VM).
• Demonstrate a good understanding of the overall application infrastructure.
• Prioritize internal work based on incident priority and deadlines.
• 6+ years of relevant experience in Business Application Support, with expertise in ITIL and ITSM.
• Work on client-facing applications, addressing cloud concepts and exposure.
• Implement alerts and monitoring production systems, manage Support Engineers, and handle 24*7 support.
• Pinpoint affected application components, and identify significant events and patterns based on real-time analysis.
• Support Business-As-Usual (BAU) tasks and work collaboratively in a cross-functional environment.
• Develop and execute test plans for application monitoring, providing accurate feedback to developers.
• Create and maintain a Knowledge Base (KEDB) with bug information and workarounds.
• Investigate and report issues to AppDev and coordinate until issue closure.
• Support continuous improvement in enterprise-level software solutions throughout the development life cycle.
• Take charge of potential automation projects and identify areas for process improvement.
• Monitor service-level dashboards, perform daily health checks, and review system capacity.
• Participate in Root Cause Analysis (RCA) investigations and perform Site Reliability Engineering (SRE) tasks.
• Create daily reports on pending and closure tickets, sharing knowledge with peers.

 

Qualifications

• Bachelor’s degree in engineering, computer science, or a related field.
• Good hands-on experience in programming and web services knowledge.
• Automation experience is helpful.
• Proficient in monitoring and observability.
• Strong communication skills.
• Expertise in data processing techniques.
• Experience building services on public cloud platforms like GCP, AWS, and Azure.
• Exposure to native monitoring skills and troubleshooting tools, including but not limited to Datadog, Logic Monitor, Pager Duty.
• Ability to create a Datadog Dashboard and perform log analysis.
• 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.
• Advanced knowledge in infrastructure components, including cloud services, containerization, compute, storage, and networking systems.
• Must-Have:
• Exceptional communication skills.
• Flexibility to work in 24x7 shift rotations, including weekends.
• Application support experience in a Microsoft Azure Cloud environment.
• Proficiency in Microsoft Office Tools, SQL expertise, Unix, Analytic Reporting Suite, Metric Dashboards, and application monitoring tools but not limited to Datadog, Logic Monitor, Pager Duty.
• Experience in Global Command Center and Site Reliability Engineering (SRE) practices.

Additional Information

• 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. 

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.

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

Experience Level

Senior Level