L1 Support Engineer

ConfidentialPune

2 days ago

Job description

The client is a large investment bank, operating on a global scale. The scope of the project comprises of the following functional areas :

Build & Deploy DevOps toolchains : GitLab (20%) and an integrated platform consisting of commercial and inhouse tools (80%)
Security Scanning
Collaboration Tools
Software Governance
Regulatory Requirements

The goal of the project is to plan migration, decommissioning and final removal of all these services. In the meantime, we will provide support and maintenance, conduct enhancements and development projects, ensure optimal performance, security, and reliability.

Responsibilities

Triage the issue (or fulfil the request) following the Knowledge Base (KB), which includes :

Providing our customers with professional multi-lingual technical support for various business critical applications by phone, chat and email

Taking ownership of each client issue through root cause and solution

Interacting daily with internal 2nd level support staff

Coordinating / escalating to other support teams and business groups

Collecting complete information from the end user (via Teams or Rocket chat)

Running automated troubleshooting packages / scripts

Advising the end user

Documenting the issue in the ticket

Resolve the ticket or assign it to the L2 sub-group

If required, return to the user for more information required by L2, or to relay information from L2

Providing 24 / 7 standby support in rotation

Skills

Ideally 3-4 years of customer support experience

Fluency in English (written and spoken)

Programming background

Understanding of Linux

Ability to write shell scripts

Experience with ETL processes and tools

Experience with batch processes and tools

POC for high-priority tickets including overall triage and management

Identifying, monitoring, and reporting trends, driving go-to-green plans.

Assistance with work driver and alert reduction efforts across the application portfolio

Experience using such ticketing tools as Jira, ServiceNow, GitLab, Confluence

Working experience using Splunk, Grafana and / or Nagios

Nice to have

Investment banking experience

Skills Required

Technical Troubleshooting, Linux, Ticket Management Systems, Shell Scripting, Etl, Monitoring, logging tools

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L1 Support Engineer • Pune