IT Support Engineer Openings At Wolters Kluwer, Pune

• Basic Function
  
  
  

The IT Support Engineer is part of the DXG DSS Platform and Product Support (PPS) team. In this role you are responsible for providing analysis, recommendations on resolution and support of applications and technical services that is utilized by business professionals who partner with Wolters Kluwer. Additional responsibilities include working with Application Development, Operational Intelligence, DevOps, and QA teams to improve incident resolution, issue anticipation and system resiliency. Leadership potential, prior 4-10 years of work experience

Essential Duties And Responsibilities

Provide support for */dxg multiple research platforms and related services utilized by customers of Wolters Kluwer

Research, diagnose, troubleshoot and identify solutions to resolve customer issues

Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

Proactive monitoring / Event management: analysis of system alerts, logs, system behavior, Performance analysis, resource utilization, and performance trends

Take ownership of customer issues reported and see problems through to resolution

Provide management with metrics related to system availability, support issues, and KPIs as requested

Job Qualifications

Education:

Required: Bachelor’s Degree in Computer Science, Mathematics, or Information Technology, or related field.

Preferred: Master’s Degree in Computer Science or Information Technology or related field.

Experience and Capabilities:

5-10 years minimum experience supporting enterprise client applications

Minimum of 4 years 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 year of 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

The ability to work flexible shifts

Demonstrated ability to work independently and manage multiple deadlines

The ability to document and illustrate cause and effect as part of problem-solving is a must

Strong interpersonal skills with experience in managing support projects and teams are a plus

Certifications in MS-SQL, AWS, and ITIL desired

Able to write query scripts to retrieve data for analysis

Utilized technologies: Linux, Apache, JBOSS, J2EE, JavaScript, GWT, REST Web Services, MSSQL, SQL/Bash/Perl scripting.

Experience with REST API Web services.

Knowledge in Linux, Apache, JBOSS, J2EE, and Bash/Perl scripting for log analysis.

Development-Operations (DevOps) experience supporting web-based applications a plus

Experience in J2EE development and 2+ years of QA background will be considered in place of other requirements.

Physical Demands

Normal office environment

Work hours determined by shift as part of a 7x24 staffing schedule:

Shift

India Standard Time

Shift-1

07:00 AM – 04:00 PM

Shift-2

03:00 PM – 12:00 AM

Shift-3

11:00 PM – 08:00 AM

Shift assignments will be rotated every month

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.