Expert Systems Engineer

 

 Role: Expert System Engineer

 Responsibilities:


* Providing premium client services, working with the client, tracking their ongoing issues, and helping them resolve those issues.


* Providing weekly/monthly client read-outs and presentations


* Client's point of contact on any application/database performance issue.


* Identify, qualify & help drive the issues/bugs to remediation/resolution.


*  Keep track of identified issues/fixes and drive this resolution across the client base.


* Assess the extremely complicated application and database performance issues and drive them to resolution.


* Identify known issues and turn them into an alert and establish operational workflow with operational teams.


* Prepare necessary documentation around technical procedures as well as operational procedures.


* Participate in weekly/daily technical/leadership calls to update on the progress.


* Working in a 24

*7 operational environment with rotational shifts.


* Responsible for handling Level 2 analysis, troubleshooting, and resolution.

 

Experience & Knowledge:


* Candidate must have a 7-8+ years of experience in supporting and monitoring


* Understands Global Command Center/Service desk/Frontline Monitoring operations


* Ensure team adherence to all team, account, and client policies and procedures.


* Experience/Knowledge of Application/Infrastructure Monitoring tools/solutions.


* LogicMonitor/AppDynamics/AzureMonitor/SentryOne or other Application Performance management tools etc.


* Experience in Windows servers infrastructure and.

Net-based Application Support, IIS, worker process thread, Web config,  Event Logs


* Server Performance metrics - CPU, Memory, Queue length, MSMQ, I/O, Page writes, Perfmon,Windows Clustering etc.


* Basics of Networking and Azure Monitoring


* Intermediate to Professional level of experience in SQL.

E.g., SQL Jobs, SQL queries, Blocking, Always On


* Experience with ITSM tools such as Service desk/ServiceNow.


* Basic knowledge of ITIL framework (V3.0 foundation certificate would be added advantage)


* Creative data reporting/presentation - PowerBI, Excel, Pivot tables, charts etc


* International support experience (preferably US or Europe i.e., good command of verbal and written English)

Good to Have:-

·       Understanding of healthcare related application, patient care environments.

·       Understanding of Azure environments.

 Academic and Professional Qualifications:


* Bachelor’s Degree in computer science/IT


* Any relevant IT certification would be a plus.


* Strong interpersonal and communication skills (written and verbal) are a must to maintain our customer’s 1st focus, document processes, and communicate effectively within the team

Working Arrangements:


* Able and willing to work in ‘shifts’ or to be on an ‘after hours’ rotation.