Support Engineer - II

Job Responsibilities • Resolving tickets which have been escalated from L1 Support for our class-leading technology-based Insurance application • Monitoring of systems and infrastructure, logging tickets for abnormal monitoring metrics • Monitoring and responding to all tickets, both incidents and service requests, in the inbound queue from our customer location • Ensuring compliance with our Service Level Agreement targets for incident tickets • Executing the Production Support Runbook for resolving issues, including liaising with the customer technology team. • Accountable for all L2 triage, and for all escalations to L3 Support or Product Development • Proactively and creatively developing workarounds for the application, to keep our users productive • Documenting and closing of tickets, keeping meticulous notes of incidents and of the fixes or workarounds deployed • Participating in maintenance deployments and releases • Participating in diagnosing and triaging repeating incidents as Problem tickets with the L3 and Development teams • Helping the L1 Support team to improve their knowledge of ticket resolution techniques, to reduce L2 escalations and solve incidents closer to the customer.

Essential Skills • Technology Skills. Candidate must be a B.Tech/BCA/MCA/BSc (any discipline)/BE (any discipline)/Graduate, with experience in technology o 2+ years’ experience supporting and troubleshooting Production applications at L2 support level, including log analysis and application health checks. Good knowledge of Microservices product architectures o Intermediate knowledge of at least SQL database, preferably PostgreSQL o Intermediate knowledge of at least one development or scripting language (e.g. Powershell, Bash, Python, Java, JavaScript, or other object-oriented languages would be acceptable) o Intermediate knowledge of Azure Administration (General Admin) o Intermediate knowledge of Azure Kubernetes Service Administration o Intermediate knowledge of Azure PostgreSQL Administration o Intermediate knowledge of Prometheus and Grafana Administration o Intermediate knowledge of a Service Desk application, preferably Atlassian Jira o Basic knowledge of DevOps and Continuous Delivery principles o NB: Knowledge of another cloud provider (e.g. AWS or GCP) is also fine, but Azure is preferred.

.Non-technical Skills - Experience delivering support to customers remotely o Strong customer communication skills for non-technical users and customer team members o Strong analytical, critical thinking, multi-tasking, root-cause analysis and decision-making skills o Deep troubleshooting skills to resolve various types of outages/performance issues within different applications and work towards a permanent resolution o Knowledge of backup and restore, and disaster recovery practices and techniques o Eager to learn new tools, technologies and solutions.

Desirable Skills - Technology Skills o Knowledge of Blockchain applications (especially based on R3 Corda) would be ideal o Knowledge of Microservices Architectures would be ideal o Knowledge of the Insurance or Reinsurance industry would be ideal o Knowledge of Terraform and Helm would be ideal • Non-technical Skills o Experience delivering support to customers based in the United States would be ideal o Experience in leading a support team, either as a Team Leader or as a Deputy Team Leader would be ideal o Experience in mentoring other Support Engineers would be ideas.