Systems Engineer

Role: Support Consultant

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.

• Excelling at AppDynamics - Application performance management tool and utilizing it to monitor/evaluate application performance.

• Problem Management : 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.

• Major Incident Analysis : 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 3+ years of experience in supporting and monitoring

• Experience/Knowledge of Application/Infrastructure Monitoring tools/solutions.

• DynaTrace/AppDynamics/NewRelic or other Application Performance management tools etc.

• Experience in Windows servers infrastructure and. Net-based Application Support, IIS, worker process thread, Web config, Certificate binding, Event Logs

• Server Performance metrics - CPU, Memory, Queue length, MSMQ, I/O, Page writes, Perfmon, etc.

• Windows cluster, COM+, Log Parser

• 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)

• 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.