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.