L2 Support Engineer — Cloud, Incident Mgmt, ITIL

NielsenIQ; México; Presencial; MXN 420.000 - 660.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working environment

Volunteer time off

Descripción de la vacante

NielsenIQ is seeking a Support Specialist to provide high-quality, in-depth technical support for production systems in a fast-paced cloud environment. You will work with multiple teams and technologies, ensuring timely resolution and robust documentation.

Responsibilities include incident management, knowledge base development, and proactive automation to improve operational efficiency. A strong team player with weekend on-call capability is essential.

Formación

• 3+ years of L2 technology support experience.
• Strong knowledge in Oracle SQL and MS SQL/Snowflakes, Unix, Python basics, Azure.
• ITIL understanding and production tech support processes.

Responsabilidades

• Understand SLA and ensure on-time deliverables; manage severities and service requests.
• Perform end-to-end analysis of high-impact incidents and track root causes to resolution.
• Document knowledge base for critical processes and track workaround actions.
• Develop automated technical solutions to optimize operational and technical processes; propose enhancements.
• Identify urgent issues and participate in incident and problem management; provide 24x7 coverage with rotating shifts.
• Coordinate handovers during weekend rotations and liaise with Engineering & IT teams.

Conocimientos

Oracle PL SQL

SQL

Unix

Python basics

Azure

Educación

B.E./B.Tech/B.Sc/M.Sc

BCA/MCA

Herramientas

Google

ServiceNow

JIRA

Descripción del empleo

NielsenIQ is seeking a Support Specialist to provide high-quality, in-depth technical support for production systems in a fast-paced cloud environment. You will work with multiple teams and technologies, ensuring timely resolution and robust documentation.

Responsibilities include incident management, knowledge base development, and proactive automation to improve operational efficiency. A strong team player with weekend on-call capability is essential.