Job Description
As a Support Specialist, you will be responsible for high quality and in-depth technical support to internal and external users of Production systems. You will have exposure to all aspects of our business, as well as an opportunity to learn and work on many different technologies in a multi-tenant, cloud-based environment. You will also have the opportunity to participate in our newest product deployments to clients.
This is a fast-paced and exciting role especially as Nielsen introduces many new and innovative solutions. The Support Specialist role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way. Being a strong team player is also key as you will need to know when to ask for help and also be willing to jump in when a team member needs a hand.
Responsibilities:
- 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
- Execute root cause analysis (RCA) 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.
- 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).
- Automate regular processing, monitoring, health checks for site reliability.
Qualifications
- 2+ years of experience in technical support or related areas.
- Passion for solving client issues and a champion of great customer service.
- Strong fundamentals and interest in application support, infrastructure knowledge, with a software engineering background.
- Good knowledge of SQL, PLSQL, UNIX scripting, and python.
- Familiarity in technology area like UNIX, automation tools, cloud, API management, database, monitoring tools, big data, infrastructure services, etc.,
- Sound SDLC skills, preferably with experience in an agile environment
- Excellent communication skills, with the ability to effectively interface across cross-functional technology teams and the business stakeholders
- Functional knowledge of Market research, FMCG industry, and big data is a plus.
- Ability to work intermittent extended work hours, including weekends and holidays with a rotating on-call schedule
Must Have:
- Exceptional communications skills, flexibility to work in 24X7 shift rotations – including weekends.
- Familiarity in technology area like SQL, PLSQL, C#, UNIX scripting, JAVA, Spring Boot, Python, 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.
- Minimum B.S. degree in Computer Science, Computer Engineering or related field
Additional Information
- Enjoy a flexible and rewarding work environment with peer-to-peer recognition platforms.
- Recharge and revitalize with help of wellness plans made for you and your family.
- Plan your future with financial wellness tools.
- Stay relevant and upskill yourself with career development opportunities.
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
About NIQ
NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.
For more information, visit NIQ.com
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Our commitment to Diversity, Equity, and Inclusion
NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. 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. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion
