Associate Product Support Engineer (L2 Technical support) Job Vacancy in Wolters Kluwer Pune, Maharashtra – Updated today

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Full Details :
Company Name : Wolters Kluwer
Location : Pune, Maharashtra
Position :

Job Description : Basic Function
You will be a part of Global support team and provide Level 2 support to content delivery platforms utilized by customers of the Wolters Kluwer GPO platform services. Diagnose issues related to content delivery process and components to resolve problems. Provide leadership on issue management and resolution as well as expert analysis on issues and resolution feedback to customers. The support engineer reports to the Content Delivery Support manager.
Roles 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 editorial content creation teams to resolve workflow and content creation issues related to production processes and or new product introduction
Document workflows related to support processes including troubleshooting methodology
Participate in QA team managed KT to gain knowledge of new products and emerging technologies related to content delivery
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
Other Duties
Position will require working some evening, week -end and holiday hours. At points in the development, delivery and support cycle, position may require 24×7 cell phone availability
May perform other duties as assigned by management.
Education:
Bachelor Degree in Computer Sciences or related technical discipline or equivalent combination of work experience and education
Experience:
1-3 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
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, 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.

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