Senior Support Engineer – L2 (CE58SF RM 3653)

Position: Senior Support Engineer – L2 (CE58SF RM 3653)

Job Description:
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.
Duties & 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
• 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

 Qualifications and Experience:
Mandatory.
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.
 Hands on experience in

• Mobile OR Web App issues troubleshooting
• AWS platform or certified in 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)
   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.
• Excellent verbal & written communicati0on skills

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