L2 Support Engineer — Flexible & 24/7 Incident Support

Nielseniq; Ciudad de México; Presencial; MXN 360.000 - 480.000; 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

NielsenIQ is seeking a dedicated Support Specialist to provide high‑quality, in‑depth technical support for production systems across a multi‑tenant, cloud environment. You will handle incident management, root‑cause analysis, and knowledge base maintenance, with a strong emphasis on documentation and collaboration with engineering teams.

You must be able to work a rotating weekend schedule, participate in on‑call rotations, and adapt to a fast‑paced environment while delivering timely, quality

Formación

• 3+ years of relevant L2 technology support experience without gaps.
• Strong knowledge in Oracle PL SQL/Microsoft SQL/Snowflake, Unix, Basics of Python, Basics of Azure.
• Mandatory to have at least 2 years of hands‑on experience in the 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.

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 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 elevate 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

B.E., B.Tech, B.Sc/M.Sc - Computer Science

Herramientas

ServiceNow

JIRA

ITIL

Descripción del empleo

NielsenIQ is seeking a dedicated Support Specialist to provide high‑quality, in‑depth technical support for production systems across a multi‑tenant, cloud environment. You will handle incident management, root‑cause analysis, and knowledge base maintenance, with a strong emphasis on documentation and collaboration with engineering teams.

You must be able to work a rotating weekend schedule, participate in on‑call rotations, and adapt to a fast‑paced environment while delivering timely, quality