Production Support Engineer - 24x7 & Automation

Nielseniq-; Ciudad de México; Presencial; MXN 260.000 - 420.000; Jornada completa

Descripción de la vacante

NIQ seeks a Support Specialist in Mexico City to deliver high-quality technical support for production systems. The role covers incident analysis, root-cause tracking, and knowledge base maintenance in a fast-paced, cloud-based environment.

You will collaborate with Engineering and EIT teams, work in a 24x7 rotating schedule, and uphold ITIL practices while improving operational efficiency.

Formación

• 3+ years of relevant experience in L2 Technology Support without gaps.
• Good knowledge in Oracle PL SQL, Microsoft SQL, Snowflake, Unix, Python basics, and Azure basics.
• Must have at least 2 years of hands-on experience in the stated tech stack.
• Strong problem solving and analytical thinking toward solutions.
• Understanding of ITIL processes and production tech support workflows.
• Excellent communication; able to drive meetings with multiple stakeholders.
• Willingness to work weekends/holidays on rotating on-call schedule.
• Flexibility for 24x7 shift rotations and extended hours as needed.
• Positive attitude, team player, and self-starter who can work independently.
• Degree qualifications: B.E., B.Tech, B.Sc/M.Sc – Computer Science, BCA, MCA

Responsabilidades

• Understand SLA, manage severities and service requests with follow-ups; ensure 100% root cause for incidents.
• Conduct end-to-end analysis on high-impact incidents and track root causes until resolution.
• Document knowledge base and runbooks; keep Runbook updated for support processes.
• Propose automated technical solutions to optimize operations and system improvements.
• Identify urgent issues, escalate appropriately; participate in incident and problem management.
• Support rotational weekend shifts and provide handovers to ensure 24x7 coverage.
• Ensure compliance with NIQ practices, ITIL, Google tools, ServiceNow, and JIRA (VM).
• Maintain a solid understanding of the overall application infrastructure.
• Prioritize work based on incident priority and deadlines; monitor observability.
• Provide server/DB patching support and firewall changes as needed.
• Liaise with Engineering & EIT teams for fixes.

Conocimientos

L2 Support

Oracle SQL

MS SQL

Snowflake

Unix

Python basics

Azure basics

ITIL knowledge

Communication

Educación

B.E., B.Tech, B.Sc/M.Sc – Computer Science, BCA, MCA

Herramientas

Oracle DB

Microsoft SQL Server

Snowflake

Descripción del empleo

NIQ seeks a Support Specialist in Mexico City to deliver high-quality technical support for production systems. The role covers incident analysis, root-cause tracking, and knowledge base maintenance in a fast-paced, cloud-based environment.

You will collaborate with Engineering and EIT teams, work in a 24x7 rotating schedule, and uphold ITIL practices while improving operational efficiency.