Technical Support Engineer (Java & Network Troubleshooting)

Responsibilities

• Responsible for guiding through impacting service incidents, owning the investigation,

diagnosis, identifying of root cause and take actions to permanently fix the problems

• Capacity management of the core and broadband networks to keep the customer

performance at the highest level with a proactive approach

• Analyze L2 support requests from individual business units, take action to resolve the

issue and/or escalate them to relevant teams

• Proactively monitor the platform, interpret the information, and take action accordingly

to ensure the platform is up and running 24/7 (within the shifts)

• Monitor the service components using monitoring tools such as Dynatrace

• Monitor maintenance announcements of platform providers and inform related teams

• Work in shifts to ensure the platform is up and running 24/7, based on shift rotations

defined and participate in planned activities

• Keep the services up at highest quality and availability

• Troubleshoot and provide permanent or workaround solutions to customer complaints

in timely manner

• Identify, prioritize, escalate issues (when required) to the appropriate teams

• Create the defects / bugs to L3 by creating Jira tickets and regularly monitor their status

Skills & Qualifications

• Good level of English

• Must have at least one of the following skills, willing and eager to learn the rest of them:

o Java, SQL, Oracle PLSQL, Oracle DB, Postgres, Network, Linux Systems,

• Experience with the following is a plus:

o Event Driven Architecture, RabbitMQ, Dynatrace

• Knowledge on Java applications (Oracle, PostgreSQL integrations, log monitoring, etc.)

• Knowledge on Software Development Life Cycle (SDLC)

• Knowledge on writing scripts for automation purposes

• Knowledge on working with Ticketing environments (Jira, service desk)

• Knowledge on working with application monitoring tools (Dynatrace, AppDynamics)

• Knowledge on SQL queries (Oracle, PostgreSQL)

• Knowledge on Linux operating system

• Preferred: Well-rounded experience with multiple operating systems, Web technologies, and test environments

• Strong problem-solving skills with good communication

• Ability to work under pressure with high sense of urgency

• Ability to work in flexible hours