Support Specialist, Pune

REF18811T

About this Job

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.  You will also have the opportunity to participate in our newest product deployments to clients.

Rationale

This is a fast-paced and exciting role especially as Nielsen 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 also be willing to jump in when a team member needs a hand.

Responsibilities

• Strong understanding of technical troubleshooting skills and concepts along with strong verbal and written communication skills.
• Analyze and investigates production incidents understanding the issue inside highly complex applications. Document incidents and their resolution, facilitating further resolutions to ensure all SLA’s are met. interacting with Operations, client services teams, and technology leaders to provide the best experience and service.
• Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides 
• Fulfill service requests and respond to technical incidents by executing actions based on standard operating procedures.
• Prioritize, research, troubleshoot and resolve or escalate technical issues. 
• Provide high-quality service to continually drive towards “first call, first touch” resolution.
• Execute root cause analysis (RCA) to identify root causes and final resolutions to production incidents, assesses incident resolution and estimates application changes. Apply resolutions, leading to timely, error free revisions in applications.
• Attend incident management (IM) calls to follow production issues and report status from the IT side through final solution or work around. Define next steps, address escalations, and mature systems to ensure fewer critical production incidents.
• Optimizing on-call rotations, processes, update runbooks, tools and documentation to help prepare teams for future incidents. Conducting post-incident reviews (RCA).
• Automate regular processing, monitoring, health checks for site reliability.
• Ensure compliance to standard Nielsen Practices / Tools (Nielsen Client Helpline, Incident and Problem Management, Change Advisory Board, ServiceNow, JIRA)
• Process improvement for identifying trends in issues and providing feedback to higher level management. 
• Drive long-term solutions to high impact production issues and problem resolution across technical teams. 

• 3+ Years of experience in technical support or related areas with experience in team handling.
• Strong fundamentals and interest in application support, infrastructure knowledge, with a software engineering background.
• Ability to work intermittent extended work hours, including weekends and holidays with a rotating on-call schedule.
• Ability to deep dive into issues and work cross-functionally to drive solutions. 
• Comfort working with client facing teams as well as senior technical associates 
• Familiarity in technology area like UNIX, automation tools, cloud, API management, database, monitoring tools, big data, infrastructure services, etc.,
• Sound SDLC skills, preferably with experience in an agile environment
• Excellent communication skills, with the ability to effectively interface across cross-functional technology teams and the business stakeholders
• Must Have: Exceptional communications skills, flexibility to work in 24X7 shift rotations – including weekends. Familiarity in technology area like SQL, UNIX scripting, TIBCO, Azure, cloud, API management, automation tools, database, monitoring tools, big data, infrastructure services, etc., Sound SDLC skills, preferably with experience in an agile environment.
• Nice to have: Functional knowledge of Market research, FMCG industry, and big data.

About NielsenIQ

NielsenIQ is a global measurement and data analytics company providing the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world’s population. Focusing on consumer-packaged goods manufacturers and FMCG and retailers, we enable customers to defy what’s possible. How? We combine unparalleled datasets, pioneering technology, and the industry’s top talent to create insights that unlock innovation. Join us and change the landscape.

Learn more at: www.niq.com

Want to keep up with our latest updates? Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

NielsenIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/