Provide Level 2/3 support for */dxg Global Atlas platform applications and services utilized by customers of Wolters Kluwer.
Proactive monitoring / Event management: analysis of system alerts, logs, system behavior, resource utilization and performance trends.
Provide leadership on incident management and resolution as well as expert analysis and resolution feedback to customers.
The support engineer reports to the Global Atlas support manager.
Essential Duties and responsibilities
Monitor and react to incidents raised by customers or as a result of system generated alerts
Use incident management software to create, track and document all communications regarding incident investigation, status and resolution
Contribute to or establish continual process improvement based on observed platform performance and issues data, analysis of system logs and historical monitoring metrics
Consult with systems support and operational intelligence teams to establish system performance and alerting tolerance thresholds to ensure maximum system availability
Work with senior management and support team members as required to resolve issues, engage development when appropriate
Establish working relationship with operational intelligence and system support teams in order to enhance or create operational readiness criteria related to production processes and or new product introduction.
Document workflows related to support processes including troubleshooting methodology.
Participate in product team managed KT to gain knowledge of new products and emerging technologies related to platform services.
Provide management with metrics related to system availability, support issues and KPIs as requested.
Use defect management system to request expert analysis or to report bugs that require development intervention to resolve.
Provide training as requested on new support processes and technologies
Bachelor Degree in Computer Sciences or related technical discipline or equivalent combination of work experience and education
3 years minimum experience supporting enterprise client applications
Minimum of 1 year supporting applications in a networked environment utilizing cloud base services i.e. AWS or Azure
Experience supporting cloud and network based storage systems
Experience using ITIL certified software to document and track issues
At least 1 years’ experience supporting JAVA/JRE/JVM based applications
Experience with Application Performance Monitoring (APM) tools and DB monitoring such as DynaTrace, AppDynamics, New Relic, AWS CloudWatch and Solarwinds.
Other Desirable Knowledge, Skills, Abilities or Certifications:
Excellent written and spoken communication skills in English
Ability of working flexible shifts
Demonstrated ability to work independently and manage multiple deadlines
The ability to document an illustrate cause and effect as part of problem solving is a must
Strong interpersonal skills with experience in managing support projects and teams is a plus
Certifications in MS-SQL, AWS, ITIL desired
Able to write query scripts to retrieve data for analysis
Experience with REST API Web services.
Knowledge in Linux, Apache, JBOSS, J2EE, Bash/Perl scripting for log analysis.
Development-Operations (DevOps) experience supporting web-based applications a plus
Experience in J2EE development, 2+ years or QA background will be considered in lieu of other requirements.
This position is based out of Chennai, India with no immediate travel requirements
About Wolters Kluwer
Wolters Kluwer (www.wolterskluwer.com ) is a global leader Product Company specialized in professional information, software solutions, and services for the health, tax & accounting, finance, risk & compliance, and legal sectors. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with advanced technology and services.
Wolters Kluwer reported 2019 annual revenues of €4.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 19,000+ people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX and Euronext 100 indices.
For more information about our solutions and organization, visit www.wolterskluwer.com, follow us on Twitter, Facebook, and LinkedIn.
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