Basic Function
The Associate Support Engineer is part of the DXG DSS Platform and Product Support (PPS) team. In this role you are responsible for providing analysis, recommendations on resolution and support of applications and technical services that is utilized by business professionals who partner with Wolters Kluwer. Additional responsibilities include working with Application Development, Operational Intelligence, DevOps, and QA teams to improve incident resolution, issue anticipation and system resiliency. Leadership potential, prior work experience (internships, projects, and co-ops) and general interest in technology and its business applications are a plus.
Essential Duties and responsibilities
Provide support for */dxg multiple research platforms and related services utilized by customers of Wolters Kluwer
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Proactive monitoring / Event management: analysis of system alerts, logs, system behavior, Performance analysis, resource utilization, and performance trends
Take ownership of customer issues reported and see problems through to resolution
Provide management with metrics related to system availability, support issues, and KPIs as requested
Job Qualifications
Education:
Required: Bachelor’s Degree in Computer Science, Mathematics, or Information Technology, or related field.
Preferred: Master’s Degree in Computer Science or Information Technology or related field.
Experience and Capabilities:
Previous experience as an intern or in a student employment program beneficial Previous programming or QA experience desirable Contribute to or establish continual process improvement based on observed platform performance and issues, 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. An interest in Information Technology and in Information Services space Practical knowledge in importing data for use in report software, spreadsheets, graphs, and flow charts Excellent listening, presentation, and interpersonal skills with attention to details Experience working in a team-oriented, collaborative environment demonstrating strong teamwork and interpersonal skills Ability to handle and prioritize multiple tasks in a fast-paced team environment Excellent verbal and written communication skills and experience including presentations to senior management, peer groups and associates Demonstrated analytical and problem-solving skills Understanding of project life cycle methodology and procedures
Physical Demands
Normal office environment
Work hours determined by shift as part of a 7x24 staffing schedule:
Shift
India Standard Time
Shift-1
07:00 AM – 04:00 PM
Shift-2
03:00 PM – 12:00 AM
Shift-3
11:00 PM – 08:00 AM
Shift assignments will be rotated every month