L2 Tech Support

Job Information:

Work Experience: 3+ Years
Industry: IT Services
Job Type: FULL TIME
Location: Noida, India

Role Overview:

SourceFuse is currently seeking Managed Services L2 Support Engineer/Senior Engineer for IoT projects in the Smart Products & IoT Strategic Innovation Centre in India team. This role is responsible for supporting managed services & application/product support for IoT projects.

Duties & Responsibilities:

• Investigate the issue and provide Resolution (where is the issue – device/connectivity/platform/application layer).
• Application & Platform Performance Monitoring.

• Identify, categorize, prioritize, diagnose, route, track, and close the alarms raised by monitoring tools.

• Recreate and verify complex performance and environmental issues with full access to the production environment.
• To identify, troubleshoot and solve incidents within SLA timelines.

• Log Analysis of the issues reported.
• Update tickets recent status and progress on ticketing tool.
• Raise a bug for issue in application functionality where a code fix might be needed.
• Triaging of

• Mobile App issues on both Play Store & App Store.
• Web App issues.
• Platform(AWS) issues.

• Proposing solution to recurring incidents.
• Proposing some new enhancements in existing solution.
• Service Mgmt. Reporting.

• Status Tracking & Reporting.

• Continuous Service Improvement.

• Process Management & Improvement.

• Managing the Production AWS platform & applications deployed along with the E2E monitoring of systems and data flow.
• Incident Management.
• Problem Management.
• Change Management.
• Risk Management.
• Knowledge Management.
• Bachelor’s degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline.
• 4+ years of experience in L2 of managed services / application(mobile or web) support.
• 1+ years of experience in the Smart/Connected Products & IoT workflow.
• Hands on experience in

• Mobile OR Web App issues troubleshooting.
• AWS platform or certified in AWS(Solution Architect/SysOps).

• Server-less/headless architecture.
• Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache, Dynamo DB, Athena, AWS IoT.

• Linux.
• NoSQL Database(Dynamo DB preferred).
• Trouble ticketing tools(Jira Software & Jira Service Desk preferred).

• Ability to differentiate between application & platform issues and proven track record of taking them to closure.

Preferred:

• Hands on experience on New Relic and AWS Cloudwatch tools.
• Prior experience in operation support for IoT projects (50,000+ live devices) will be an added advantage.
• ITIL certification.
• Experience in AWS Cloud IoT Core platform.
• L3 Support experience in addition to L2.

Skills and Abilities Required:

• Willingness to work in a 24X7 shifts environment.
• Flexible to take short term travels on a short notice to facilitate the field trails & soft launch of products.
• Excellent troubleshooting & analytical skills.
• Highly customer-focused and always eager to find a way to enhance customer experience.
• Able to pinpoint business needs and deliver innovative solutions.
• Can-do positive attitude, always looking to accelerate development.
• Self-driven & committed to high standards of performance and demonstrate personal ownership for getting the job done.
• Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies.
• Excellent verbal & written communication skills.

Interview Process

• 3 Technical Rounds