About this role
Role: Expert System Engineer Responsibilities:
• Providing premium client services, working with the client, tracking their ongoing issues, and helping them resolve those issues. • Providing weekly/monthly client read-outs and presentations • Client's point of contact on any application/database performance issue. • Identify, qualify & help drive the issues/bugs to remediation/resolution. • Keep track of identified issues/fixes and drive this resolution across the client base. • Assess the extremely complicated application and database performance issues and drive them to resolution. • Identify known issues and turn them into an alert and establish operational workflow with operational teams. • Prepare necessary documentation around technical procedures as well as operational procedures. • Participate in weekly/daily technical/leadership calls to update on the progress. • Working in a 24*7 operational environment with rotational shifts. • Responsible for handling Level 2 analysis, troubleshooting, and resolution. Experience & Knowledge:
• Candidate must have a 7-8+ years of experience in supporting and monitoring • Understands Global Command Center/Service desk/Frontline Monitoring operations • Ensure team adherence to all team, account, and client policies and procedures. • Experience/Knowledge of Application/Infrastructure Monitoring tools/solutions. • LogicMonitor/AppDynamics/AzureMonitor/SentryOne or other Application Performance management tools etc. • Experience in Windows servers infrastructure and. Net-based Application Support, IIS, worker process thread, Web config, Event Logs • Server Performance metrics - CPU, Memory, Queue length, MSMQ, I/O, Page writes, Perfmon,Windows Clustering etc. • Basics of Networking and Azure Monitoring • Intermediate to Professional level of experience in SQL. E.g., SQL Jobs, SQL queries, Blocking, Always On • Experience with ITSM tools such as Service desk/ServiceNow. • Basic knowledge of ITIL framework (V3.0 foundation certificate would be added advantage) • Creative data reporting/presentation - PowerBI, Excel, Pivot tables, charts etc • International support experience (preferably US or Europe i.e., good command of verbal and written English) Good to Have:- · Understanding of healthcare related application, patient care environments. · Understanding of Azure environments. Academic and Professional Qualifications:
• Bachelor’s Degree in computer science/IT • Any relevant IT certification would be a plus. • Strong interpersonal and communication skills (written and verbal) are a must to maintain our customer’s 1st focus, document processes, and communicate effectively within the team Working Arrangements:
• Able and willing to work in ‘shifts’ or to be on an ‘after hours’ rotation.