JOB PURPOSE
The role will be part of a new IT Services DevOps team within the Identity & Access Management area. After an initial implementation phase the new project will turn into a global service, providing identity management to all DHL divisions.
We are looking for a Technical Support Engineer (Level 2) to provide enterprise-level assistance to our operational users as part of the L2/L3 Support team. The candidate should have hands on experience in Service Now. Establishing the root causes of application errors and escalating serious concerns to the developer. Keeping a record of configuration changes and scheduling application updates. Documenting processes and monitoring application performance metrics.
Performing analyses on software application functionality and suggesting improvements. Consulting with the software development team and product owner to improve application performance with better user experience.
WHAT DO WE EXPECT
A bachelor's degree in software engineering, computer science, information technology, information systems, computer engineering, or relevant work experience.
Demonstrable experience as a support engineer in a related field.
Can Analyze issues, incidents and handle requests coming via Service Now.
Can generate reports from Service Now, fix the defects and bug.
Can do Root cause Analysis and help in having permanent fixes.
Monitoring of daily running Tasks and taking proactive steps accordingly.
Ability to manage document configuration changes and monitor performance.
Advanced proficiency in determining the causes of application errors and repairing them using proactive monitoring tools.
Investigate issues using / referring data logs using Kibana.
Basic knowledge of SQL scripts to run prepared queries on database to trace down the error and find root cause.
Familiar with Chrome developer console to find error messages in JavaScript or calling Web server via HTTP or WebSocket.
Participates in supporting Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
Must be able to work independently, but strong team player.
Technologies & Tools:
Elixir Phoenix framework, C#, GitHub, OpenShift Kubernetes, Kibana
WHAT YOU WILL GET FROM US
Great Team of IT Professionals with Global Working Exposure
On-Going Professional and Technical Training and Certifications
Global Internal Job Opportunities Available Within DHL Group
Home Office Possibilities
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