Position Summary:
DesignNex is currently seeking Managed Services L2 Support Engineer/Senior Engineer for IoT
projects in the Smart Products& IoT Strategic Innovation Centre in India team. Thisrole isresponsible
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
o Identify, categorize, prioritize, diagnose, route, track, and close the alarms raised
by monitoring tools - Recreate and verify complex performance and environmental issues with full accessto the
production environment - To identify, troubleshoot and solve incidents within SLA timelines
o Log Analysis of the issuesreported
o Update ticketsrecent status and progress on ticketing tool
o Raise a bug for issue in application functionality where a code fix might be needed
o 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 enhancementsin existing solution
- Service Mgmt. Reporting
o Status Tracking & Reporting - Continuous Service Improvement
o 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
o Bachelor’s degree in electrical engineering, Software Engineering, Computer
Science, Computer Engineering, or related Engineering discipline.
o 3+ years of experience in L2 of managed services / application(mobile or web)
support
o 1+ years of experience in the Smart/Connected Products & IoT workflow.
o 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)
o Good hands-on experience in scripting languages:
▪ Python / Python Boto
OR
▪ Golang/Node-js.
o Ability to differentiate between application & platform issues and proven track
record of taking them to closure
Preferred
o Hands on experience on New Relic and AWS Cloudwatch tools
o Prior experience in operation support forIoT projects(50,000+ live devices) will be
an added advantage
o ITIL certification
o Experience in AWS Cloud IoT Core platform
o 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 - Excellenttroubleshooting& analyticalskills
- 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, alwayslooking 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 skill