HERE Technologies Looking for IT Operations Engineer II at Mumbai, Maharashtra Full Time

What’s the role?:
First point of contact for any tool related issues in the production environment

Analyze, Assess, clarify, and negotiate customer with the issue reported in the production environment.

Debug and troubleshoot on reported issues. Provide fixes or workarounds as needed.

Resolve production issues within the stipulated SLA period.

Send mass communications/updated to users when required via email, Work vivo, etc.

Escalate issues to external teams (i.e., TechOps, Dev etc.) if the issue could not be resolved

Identify and diagnose incidents including performance and scalability issues.

Support analysis of Tier 1 issues

Proactively monitor service metrics seeking out potential issues before impact to production service levels and send mass communications to users when required via email, Yammer, etc.

Coordinate daily or weekly with external teams to review issue status and drive improvements.

Support SM team when required to approve/reject downtime associated with ODO issues.

Adhere to SLA and other KPIs as per the company policies.

Who are you?:
Bachelor’s degree (4 years – professional college: Technical / Engineering streams) with major/minor in Computer Information Systems, Management Information Systems, Computer Science/ Engineering or related science/technology field

3+ years of professional experience in Tier 1 or IT support

Profound knowledge of tools, JIRA and processes/workflows being used in the organization.

Knowledge in tools like Atlas, Mapcreator will be added advantage.

Excellent debugging and troubleshooting skills or IT background.

Works independently on issue resolutions with minimum guidance and supervision

Effective problem-solving and analytical skills

Excellent communication skills, both written and verbal; should be comfortable in presenting ideas and performing stat analysis to drive trend reductions and tool improvements.

Excellent at teamwork and coordinating with team members.

Proficient in the use of MS Office applications

Exposure to storage, networking, service automation and configuration management systems will be an added advantage.

Desired IT support certifications viz. ITIL Foundation

High level of perseverance, negotiation skills and to be assertive

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

Who are we?:
HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us. Watch Video

The Operations Support Engineer will be responsible for troubleshooting and providing the first level support for any production software issues and Application support. Effective communication & technical skills will be essential while working with stakeholders on resolving the issues. . This position reports to IT Operations Engrg Manager II.