SUPPORT SPECIALIST

SUPPORT SPECIALIST:  

So where do you fit here? Our client comes first.  This means that Nielsen support specialists are here to help. As a Support Specialist, you will be responsible for high quality and in-depth technical support to internal and external users of Production systems.  You will have exposure to all aspects of our business, as well as an opportunity to learn and work on many different technologies in a multi-tenant, cloud-based environment.  You will also have the opportunity to participate in our newest product deployments to clients. 

This is a fast-paced and exciting role especially as Nielsen introduces many new and innovative solutions.  The Support Specialist role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way.  Being a strong team player is also key as you will need to know when to ask for help and also be willing to jump in when a team member needs a hand. 

RESPONSABILITIES: 

• Analyze and investigates production incidents understanding the issue inside highly complex applications. Document incidents and their resolution, facilitating further resolutions to ensure all SLA’s are met. interacting with Operations, client services teams, and technology leaders to provide the best experience and service 

• Execute root cause analysis (RCA) to identify root causes and final resolutions to production incidents, assesses incident resolution and estimates application changes. Apply resolutions, leading to timely, error free revisions in applications.  

• Attend incident management (IM) calls to follow production issues and report status from the IT side through final solution or work around. Define next steps, address escalations, and mature systems to ensure fewer critical production incidents. 

• Optimizing on-call rotations, processes, update runbooks, tools and documentation to help prepare teams for future incidents. Conducting post-incident reviews (RCA). 

• Automate regular processing, monitoring, health checks for site reliability.