NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.
NielsenIQ is committed to hiring and retaining a diverse workforce. 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.
Job Description
EASE Global Technology Support Lead
Think about the billions of purchases that consumers make every single day around the world. Imagine trying to make sense of the trillions of data points that represent these purchases. From a family doing online shopping for household essentials to a quick run to the supermarket, Nielsen is measuring the entire consumer path to purchase.
Nielsen is a multinational company working with the world’s largest brands across the world to inform them on where and how their best customers are shopping. The challenge is that this is a moving target and a complex problem. With the commerce landscape shifting constantly, only Nielsen has the span and caliber of data to make sense of what drives a consumer to make a purchase.
Technology Support Lead
So where do you fit here? Our client comes first. This means that Nielsen technical support teams are here to help. As a Support Lead, you will be responsible for your team’s high quality and in-depth technical support to internal and external users of Production systems. You will work with and manage global teams across all regions at Nielsen. You will have exposure to all aspects of our business as well as an opportunity to learn and work on many different technologies. You will be expected to own all aspects of production quality.
This is a fast-paced and exciting role especially as Nielsen introduces many new and innovative solutions. The Support Lead role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way.
Responsibilities:
Strong verbal and written communication skills with the ability to provide detailed analysis and simplified explanation up to the executive level.
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.
Root cause analysis (RCA) coordination 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.
Lead teams responsible for:
Responding to incidents created from external and internal users – replicate issues, triage, provide workarounds, restore services, and work with delivery teams if defects require permanent solutions.
Providing meaningful analysis of issues back to users and provide timely update for any on-going problems.
Performing user maintenance to resolve issues
Fulfilling Standard Service Requests and execute actions based on standard operating procedures
Performing routine smoke testing, system monitoring, and job monitoring and respond to issues.
Providing consistent updates on tickets in Service-Now. Open JIRA ticket and monitor progress for defects.
End to end coordination of issue to resolution with the user, other support teams, operations, technical delivery teams and vendors if required.
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).
Maintain support documentation – Standard Reporting, Knowledge Base, FAQs, Job Aides
Ensure compliance to standard Nielsen Practices / Tools, ITIL, Microsoft, ServiceNow, and JIRA suite (VM)
Qualifications
WE’RE LOOKING FOR PEOPLE WHO HAVE:
10+ years in technical support or related areas with experience in team handling.
Experience with leading team including consultants and managed services providers, and site reliability engineering practices.
Ability to deep dive into issues and cross-functionally to drive solutions.
Excellent communication skills, with the ability to effectively interface across cross-functional technology teams and the business stakeholders.
Understanding of ITIL framework.
Strong fundamentals and interest in application support, infrastructure knowledge, with a software engineering background.
Comfort working with client facing teams as well as senior technical associates.
Strong bias toward action, flexible, resourceful, and able to operate effectively within a dynamic, fast-paced environment
Ability to work flexible & extended work hours as needed.
Must Have: Exceptional communications skills, flexibility to work in 24X7 shift rotations – including weekends. Familiarity in technology area like SQL, UNIX scripting, Phyton, 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 is a plus.
EDUCATION:
Minimum B.S. degree in Computer Science, Computer Engineering or related field
Additional Information
About NielsenIQ
NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.
NielsenIQ is committed to hiring and retaining a diverse workforce. 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.