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.