Job Responsibilities:
Is in charge of providing a strong Level 2 support to business stakeholders on cloud-based platforms, technologies and integrated systems as part of EcoStruxure Platform Technology practice.
Duties and responsibilities:
• Understand how the digital solution in IOT enabled platform and integrated systems supporting the Business Process End-To-End
• Support internal and external customer using our internal IoT platform.
• Taking ownership of tickets and driving to quick + effective resolutions within defined Service Operation processes.
• Improve customer experience by reducing time to resolution for support cases.
• Participate on major incident troubleshooting up to resolution.
• Drive complex issues to closure by coordinating with development & other support teams.
• Work actively with team members to contribute towards production stability.
• Engage with Tech Leads on transition of developed IT solutions to be supported in Run mode.
• Communicate effectively with users, collaborate with stakeholders and colleagues across locations.
• Escalate issues and other topics to the right team when needed.
• Identify opportunities to solve recurring issues & work along with L3/Dev teams to deploy fixes.
• Document the knowledge base and share with team members.
• Contribute and promote Knowledge management in the organization.
• Improve existing documentation.
• Learn new Tools/ Technologies as per business requirements.
• Strong adherence towards process orientation and promote best practices in the team.
Qualifications:
• Minimum of 3-4 years of experience with IoT-based technology and Cloud PaaS/IaaS environments (Azure, AWS).
• Familiarity with Dynatrace and GitHub is a plus.
• Competency in Automation is advantageous.
• Strong client-driven approach and service-oriented mindset.
• Versatile team member with good communication and collaboration skills.
• Excellent troubleshooting skills with a logical approach.
• Experience using ticketing portals like Jira and ServiceNow.
• Familiarity with MS Office applications and the ITIL framework.
• Ability to work with various systems, platforms, operating systems, languages, tools, and technologies.
• Strong team player and individual contributor; autonomous and proactive in day-to-day activities.
• Adaptability to changing work environments and technologies.
• Willingness to enhance skills and knowledge as required.
