L2 Cloud Production Support Engineer — 24/7

Nabla; Ciudad de México; Presencial; MXN 300.000 - 540.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working environment

Volunteer time off

LinkedIn Learning

Employee-Assistance-Program (EAP)

Descripción de la vacante

NIQ is seeking a Support Specialist to provide high-quality, in-depth technical support for production systems in a fast-paced, cloud-based environment. You will handle end-to-end analysis of incidents, document knowledge bases, and implement automated solutions while partnering with engineering and IT teams.

The role requires 3+ years in L2 technology support, strong SQL and Unix skills, and a willingness to work rotating on-call weekends to ensure 24x7 coverage.

Formación

• 3+ Years of Relevant experience in L2 Technology Support without gaps.
• Good Knowledge in Oracle PL SQL/Microsoft SQL/Snowflakes, Unix, Basics of Python, Basics of Azure
• Mandatory to have at least 2 years of Hands-on experience in relative tech stack
• Strong problem solving and analytical thinking towards solutioning.
• Understanding on ITIL Process and Production Technology support process.
• Excellent Communication Skills. To drive the meetings with stakeholders from Technology, Infrastructure and Operational / governance teams.
• Ability to work including weekends and holidays with a rotating on-call schedule.
• Flexibility and acceptance to work in 24 X 7 shift rotations
• Ability to work flexible & extended work hours as needed.
• Positive attitude, team player, self-starter; takes initiative, ability to work independently.
• Degree Qualifications: B.E., B.Tech, B.Sc/M.Sc – Computer Science, BCA, MCA

Responsabilidades

• To understand the SLA and ensure the deliverables on time. To manage various severity levels and Service requests. Regular follow-ups with all the stakeholders involved to ensure on time deliver. 100% Root cause for all the incidents raised.
• End to End analysis on all the high impacting & potentially impacting incidents. To have the clear Root cause tracked till the solution
• To document the knowledge base of all the critical process and functionalities. To track the workaround actions. Application E2E flow documentations to be maintained for both technical and functional perspective. To track the Runbook on the support process to be followed and maintained
• To come up with the automated technical solutions to optimize both operational and technical process. Also need to proactively come with enhancing the system with the technical solution.
• Identify urgent issues and escalation appropriately, participate in Incident and Problem management.
• To have the Rotational weekend shift and provide handover/turnover to guarantee 24 X 7 support coverage
• Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides
• Ensure compliance to standard NIQ Practices / Tools, ITIL, Google, ServiceNow, and JIRA suite (VM)
• Good understanding of overall application infrastructure is must.
• Internally prioritize work based on incident priority and deadlines.
• Experience in Monitoring & Observability.
• Experience in handling production deployment activities.
• Hands-on in-Service request fulfillment.
• Support for Server/DB patching, firewall changes.
• Liaise with Engineering & EIT team for fixes.

Conocimientos

Oracle PL/SQL

Microsoft SQL

Snowflake

Unix

Python basics

Azure basics

Educación

Bachelor's degree in Computer Science or related

Herramientas

ServiceNow

JIRA

Descripción del empleo

NIQ is seeking a Support Specialist to provide high-quality, in-depth technical support for production systems in a fast-paced, cloud-based environment. You will handle end-to-end analysis of incidents, document knowledge bases, and implement automated solutions while partnering with engineering and IT teams.

The role requires 3+ years in L2 technology support, strong SQL and Unix skills, and a willingness to work rotating on-call weekends to ensure 24x7 coverage.