Wolters Kluwer - IT Support Engineer - TechOps

About the Role :

Total 4+ Years Of Relevant Exp. As a Specialist in our IT support team, you will enhance our technology operations by providing more sophisticated support to internal users.

Your contributions will be fundamental in ensuring seamless interactions between users and their IT tools, directly impacting productivity and user and Responsibilities :

• Monitor, react to and investigate incidents raised by business partners or as a result of system generated alerts.
• Use incident management process to create, track and document all communications regarding incident investigation, status and resolution.
• Monitor and analyze application performance logs as wells as infrastructure related metrics / data.
• Contribute to or establish continual process improvement based on observed platform performance and issues data, analysis of system logs and historical monitoring metrics.
• Consult with systems support and operational intelligence teams to establish system performance and alerting tolerance thresholds to ensure maximum system availability.
• Work with senior management and support team members as required to resolve issues, engage development teams when appropriate and collaborate with operation teams.
• Collaborate with business development teams and professional services to resolve authentication and authorization workflow issues related to federated implementations.
• Consult and align to workflows related to support processes including troubleshooting methodology.
• Participate in development team managed Knowledge Transfer (KT) to gain knowledge of new products and emerging technologies related to authentication and authorization services.
• Use defect management system to request expert analysis or to report bugs that require development intervention to Duties :
• Provide training as requested on new support processes and technologies.
• Align to local / regional workdays and business :
• Bachelor Degree in Computer Sciences or related technical discipline or equivalent combination of work experience and :
• Mid-seniority experience supporting web applications and systems.
• Experience supporting Java based applications.
• Experience using ITIL certified software to document and track issues.
• Experience with Application Performance Monitoring (APM) tools and DB monitoring such as DynaTrace, AppDynamics, Datadog,

AWS CloudWatch.

(ref : hirist.tech)