About the job
Join Our Team as a Support Specialist!
At NielsenIQ, our clients are our top priority. As a Support Specialist, you will provide exceptional technical support to both internal and external users of our Production systems. This role offers you a unique opportunity to engage with various aspects of our business while enhancing your knowledge of diverse technologies in a multi-tenant, cloud-based environment. You will also be involved in deploying our latest products to clients.
This dynamic and fast-paced role comes with the excitement of being part of an innovative team as NielsenIQ continuously evolves its solutions. As a Support Specialist, adaptability is crucial as you will face various challenges. Being a collaborative team player is essential, as you will need to know when to seek assistance and when to lend a helping hand to your colleagues.
Key Responsibilities:
Analyze and investigate production incidents, understanding issues within highly complex applications. Document incidents and resolutions to facilitate further resolutions while ensuring compliance with all SLAs. Collaborate with Operations, client services, and technology leaders to enhance user experience.
Conduct root cause analysis (RCA) to identify underlying issues and implement final resolutions for production incidents. Evaluate incident resolution processes and estimate necessary application changes to ensure timely and error-free application revisions.
Participate in incident management (IM) calls to monitor production issues and provide status updates from the IT perspective until a solution is reached. Define next steps, address escalations, and improve systems to minimize critical production incidents.
Optimize on-call rotations, processes, and documentation while updating runbooks and tools to prepare teams for potential future incidents. Conduct post-incident reviews (RCA).
Automate regular processing and monitoring tasks, including health checks for site reliability.

