Support Engineer (PLSQL, Snowflake) at NielsenIQ

TECHNOLOGY SUPPORT SPECIALIST  So where do you fit here? Our client comes first.  This means that NielsenIQ support specialists are here to help. As a Support Specialist, you will be responsible for high quality and in-depth technical support to internal and external users of Production systems.  You will have exposure to all aspects of our business, as well as an opportunity to learn and work on many different technologies in a multi-tenant, cloud-based environment.  This is a fast-paced and exciting role especially as NielsenIQ introduces many new and innovative solutions.  The Support Specialist role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way.  Being a strong team player is also key as you will need to know when to ask for help and be willing to jump in when a team member needs a hand.  RESPONSIBILITIES:   • To understand the SLA and ensure the deliverables on time. To manage various severity levels and Service requests. Regular follow-ups with all the stakeholders involved to ensure on time deliver. 100% Root cause for all the incidents raised.  • End to End analysis on all the high impacting & potentially impacting incidents. To have the clear Root cause tracked till the solution  • To document the knowledge base of all the critical process and functionalities. To track the workaround actions. Application E2E flow documentations to be maintained for both technical and functional perspective. To track the Runbook on the support process to be followed and maintained   • To come up with the automated technical solutions to optimize both operational and technical process. Also need to proactively come with enhancing the system with the technical solution.   • Identify urgent issues and escalate appropriately, participate in Incident and Problem management.   • To have the Rotational shift and provide the support 24 X 7 coverage  • Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides   • Ensure compliance to standard NIQ Practices / Tools, ITIL, Google, ServiceNow, and JIRA suite (VM)   • Good understanding of overall application infrastructure is must.  • Internally prioritize work based on incident priority and deadlines.   • Experience in Monitoring & Observability.  • Experience in handling production deployment activities.  • Hands-on in-Service request fulfillment.  • Support for Server/DB patching, firewall changes.  • Liaise with Engineering & EIT team for fixes.