Senior Support Analyst

Job Title

Overall, Skills

1. Work experience expected to be around 8-12 years in any IT industry with at least 3-4 years of relevant experience in operation and production support.

2. Must have experience in IoT platform and worked on AWS services and components with various IoT gateways, data communications and interfaces with any manufacturing industry, preferably packaging domain with Telit IOT platform.

3. Should be very strong in engaging and implementing the L2, L3 support with service operations team, receive instructions and manage escalation incidents to L3 engineers or 3rd party vendors as necessary with proper stakeholder management and communication.

4. Proactively maintain the support process and services and check that all requests for support are dealt with according to the agreed procedures.

5. Prioritizes and diagnoses incidents according to agreed procedures as per Incident management with proper communication and Ticket management through Service now/ Kanban.

6. Should be very good in problem Management, experienced in identifying the workarounds and data corrections with appropriate fixes, perform code analysis, code fix / enhancements based on RCAs and provide RCA, estimation with detailed Investigations and causes of incidents and seeks resolution and suggest recommendations of changes for fix, ad hoc service requests, provide software / patch deployment support, update Knowledge database, self-help documentation.

7. Work with SMEs & Architects on finalizing, design and code comments and work with QA teams on testing cycles, help with standard operational procedures and maintenance for new and changed capabilities.

8. Very strong in device configuration and support management, applying and maintaining tools, techniques, and process to identify, track, log & correct information to ensure unauthorized change, diversion, inappropriate use of information.

9. Should perform maintenance tasks and activities proactively.

10. Good analytical and problem-solving skills and ability to work in a global team environment with self-driven and with good sense of ownership/accountability.

11. Expected to meet the defined SLAs defined on RCA, Incident, Process compliance, deviations, responses for all L2 and L3 support criteria.

12. Work closely with stakeholders, SME's, Architect, and engineers by working at the client location atleast 3 times a week during the KT phase and 1-2 weeks during the program execution.

Relevant & Required Technical Skills

1. Very good at understanding all the technical components end to end from IoT Platform, gateways, connectivity, data communication, internal systems integrations, configuration, device integration.

2. Good to have Telit platform knowledge, API usage, deviceWise suite, PLC drivers, cellular/ ethernet connectivity experience and SIM activation and its management. Knowledgeable on any VPN connections and its configuration.

3. Basic scripting experience with Unix, Python, Lua, shell commands can be added advantage.

4. Should have overall good networking understanding and network related debugging and troubleshooting skills required.

5. Basic knowledge in understanding PLC, HMI, sensors used, and its machine packing domain knowledge is preferred.

6. Should have worked on AWS platform and components (S3 bucket, Lambda functions, Kinesis firehose, SNS, simple queue services, MySQL, authentication, and authorization, webhooks, Access Key, and data collection and processing strategy.

7. Should have solid analytical understanding on data and analytical tools to debug data centric issues and handle data issues and cleanup ability for all the database issues.

8. Good understanding on pipelines and deployment strategy.

9. Should proactively work with Client team with help desk team, infra support team on L1 incident management and service requests communication and response/ resolution for connected machine platform support work.

10. Should be responsible for all the deliverables during the training and beyond.