Position Summary:
DesignNex 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
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Qualifications and Experience:
- Bachelor’s degree in electrical engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline.
- 3+ 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)
- Good hands-on experience in scripting languages:
- Python / Python Boto OR
- Golang/Node-js.
- 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