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
• Clients 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 -based Application Support IIS worker process thread Web config Event Logs
• Server Performance metrics - CPU Memory Queue length MSMQ I/O Page writes PerfmonWindows 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:

• Bachelors 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 customers 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.