We are currently seeking Managed Services L2 Support Engineer/Senior Engineer for IoT projects in the Smart Products & IoT Strategic Innovation Centre in India team. This role is responsible for supporting managed services & application/product support for IoT projects.
Responsibilities:
- Investigate the issue and Provide Resolution (where is the issue - device/connectivity/platform/application layer)
- Application & Platform Performance Monitoring : Identify, categorize, prioritize, diagnose, route, track, and close the alarms raised by monitoring tools
- Recreate and verify complex performance and environmental issues with full access to the production environment
- To identify, troubleshoot and solve incidents within SLA timelines
-Log Analysis of the issues reported
-Update tickets recent status and progress on ticketing tool
-Raise a bug for issue in application functionality where a code fix might be needed
-Triaging of Mobile App issues on both Play Store & App Store, Web App issues and
Platform(AWS) issues
- Proposing solution to recurring incidents
- Proposing some new enhancements in existing solution
- Service Mgmt. Reporting -Status Tracking & Reporting
- Continuous Service Improvement -Process Management & Improvement
- Managing the Production AWS platform & applications deployed along with the E2E monitoring of systems and data flow
- Incident Management
- Problem Management
- Change Management
- Risk Management
- Knowledge Management
Mandatory skills:
- Bachelor's degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline;
- 3+ years of experience in L2 of managed services / application(mobile or web) support
- 1+ years of experience in the Smart/Connected Products & IoT workflow.
- Mobile OR Web App issues troubleshooting
- AWS platform or certifiedin AWS(Solution Architect/SysOps)
-Server-less/headless architecture
-Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache, Dynamo DB, Athena, AWS IoT
- Linux
- NoSQL Database(Dynamo DB preferred)
- Trouble ticketing tools(Jira Software & Jira Service Desk preferred)
- Ability to differentiate between application & platform issues and proven track record of taking them to
- Good hands-on experience in scripting languages:
- ■ Python / Python Boto
- OR
- ■ Golang/Node-js.
- Ability to differentiate between application & platform issues and proven track record of taking them to closure
Preferred
- Hands on experience on New Relic and AWS Cloudwatch tools
- Prior experience in operation support for IoT projects (50,000+ live devices) will be an added advantage
- ITIL certification
- Experience in AWS Cloud IoT Core platform
- L3 Support experience in addition to L2
Skills and Abilities Required:
- Willingness to work in a 24X7 shifts environment
- Flexible to take short term travels on a short notice to facilitate the field trails & soft launch of products
- Excellent troubleshooting & analytical skills
- Highly customer-focused and always eager to find a way to enhance customer experience
- Able to pinpoint business needs and deliver innovative solutions
- Can-do positive attitude, always looking to accelerate development.
- Self-driven & committed to high standards of performance and demonstrate personal ownership for getting the job done.
- Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies.
