Support Engineer

HCLTech; United States; In loco; USD 60.000 - 90.000; Tempo pieno

Descrizione del lavoro

HCL Technologies Limited is seeking an AYS Support Analyst to provide 24x7 production support for AYS applications and platforms. The role involves working in rotational shifts, resolving incidents within SLAs, and driving automation using AI-powered tools.

You will investigate issues, perform RCAs, and collaborate with development, infrastructure, and business teams. Strong Linux and SQL skills, shell scripting, and familiarity with AI tooling are essential.

Competenze

• Experience in Linux administration and SQL data analysis.
• Proficient in shell scripting and command-line tools.
• Familiar with AI-powered tooling for automation.

Mansioni

• Investigate, troubleshoot, and resolve AYS incident tickets within SLAs.
• Ensure adherence to 24-hour incident resolution SLA.
• Perform root cause analysis (RCA) for recurring incidents and implement fixes.
• Coordinate with development, infrastructure, and business teams for issue resolution.
• Monitor application health and proactively identify operational issues.
• Develop simple scripts and automation to reduce manual tasks.
• Maintain incident logs and runbooks.

Conoscenze

Linux

SQL

Shell scripting

AI tools

Descrizione del lavoro

AYS Support Analyst to provide 24x7 production support for AYS applications and platforms. Role requires working in rotational shifts, ensuring timely incident resolution, supporting business-critical telecom billing operations, and driving automation initiatives using AI-powered tools.

Key Responsibilities

• Investigate, troubleshoot, and resolve AYS incident tickets within agreed SLAs.
• Ensure adherence to 24-hour incident resolution SLA for assigned support tickets.
• Perform root cause analysis (RCA) for recurring incidents and implement permanent fixes.
• Perform file handling activities in Linux environments.
• Coordinate with development, infrastructure, and business teams for issue resolution.
• Utilize AI tools such as Gemini, GitHub Copilot and other productivity tools to accelerate troubleshooting and automation.
• Flexible to work in rotational shifts, weekends, and on-call schedules as required.
• Ownership mindset with a focus on SLA adherence and customer satisfaction.
• Continuous learning attitude and automation-first mindset.
• Monitor application health and proactively identify operational issues.
• Maintain incident logs, support documentation, and operational runbooks.
• Execute SQL queries for data validation, troubleshooting, and issue resolution.
• Develop simple scripts and automation solutions to reduce manual intervention.
• Understanding production support and incident management processes.
• Exposure to ticketing tools and SLA-driven support environments.

Skill Requirements

• Technical Skills: Linux and SQL skills (query writing, data analysis, troubleshooting), use of AI tools
• Linux/Unix command-line instructions and Shell scripts