Job Description

Roles and Responsibilities

Position Title: Senior Support Engineer L2

Reports to (Title): Manager Managed Services

Location: Noida

Position Summary:

Pentair is currently seeking Managed Services L2 Support Engineer/Senior Engineer for IoT projects in the Smart Products & IoT Strategic Innovation Centre in India team. This role is responsible for supporting managed services & application/product support for IoT projects.

Duties & Responsibilities:

• Investigate the issue and Provide Resolution (where is the issue device/connectivity/platform/application layer)
• Application & Platform Performance Monitoring
• Identify, categorize, prioritize, diagnose, route, track, and close the alarms raised by monitoring tools
• Recreate and verify complex performance and environmental issues with full access to the production environment
• To identify, troubleshoot and solve incidents within SLA timelines
• Log Analysis of the issues reported
• Update tickets recent status and progress on ticketing tool
• Raise a bug for issue in application functionality where a code fix might be needed
• Triaging of
• Mobile App issues on both Play Store & App Store
• Web App issues
• Platform(AWS) issues
• Proposing solution to recurring incidents
• Proposing some new enhancements in existing solution
• Service Mgmt. Reporting
• Status Tracking & Reporting
• Continuous Service Improvement
• Process Management & Improvement
• Managing the Production AWS platform & applications deployed along with the E2E monitoring of systems and data flow
• Incident Management
• Problem Management
• Change Management
• Risk Management
• Knowledge Management

Qualifications and Experience:

• Mandatory
• Bachelors degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline;
• 4+ years of experience in L2 of managed services / application(mobile or web) support
• 1+ years of experience in the Smart/Connected Products & IoT workflow.
• Hands on experience in
• Mobile OR Web App issues troubleshooting
• AWS platform or certified in AWS(Solution Architect/SysOps)
• Server-less/headless architecture
• Lambda, API Gateways, Kinesis, ElasticSearch, ElasticCache, Dynamo DB, Athena, AWS IoT
• Linux
• NoSQL Database(Dynamo DB preferred)
• Trouble ticketing tools(Jira Software & Jira Service Desk preferred)
• Good hands-on experience in scripting languages:
• Python / Python Boto
• Golang/Node-js.
• Ability to differentiate between application & platform issues and proven track record of taking them to closure
• Preferred
• Hands on experience on New Relic and AWS Cloudwatch tools
• Prior experience in operation support for IoT projects (50,000+ live devices) will be an added advantage
• ITIL certification
• Experience in AWS Cloud IoT Core platform
• L3 Support experience in addition to L2

Skills and Abilities Required:

• Willingness to work in a 24X7 shifts environment
• Flexible to take short term travels on a short notice to facilitate the field trails & soft launch of products
• Excellent troubleshooting & analytical skills
• Highly customer-focused and always eager to find a way to enhance customer experience
• Able to pinpoint business needs and deliver innovative solutions
• Can-do positive attitude, always looking to accelerate development.
• Self-driven & committed to high standards of performance and demonstrate personal ownership for getting the job done.
• Innovative and entrepreneurial attitude; stays up to speed on all the latest technologies and industry trends; healthy curiosity to evaluate, understand and utilize new technologies.
• Excellent verbal & written communication skills.