Associate Specialist, Managed Services

Job description

Position Title: Support Engineer/Senior Support Engineer L2

Reports to (Title): Manager – Managed Services

Position Summary:

Pentair is currently seeking Managed Services L2 Support Engineer/Senior Engineer for IoT projects in the Smart Products & IoT Strategic Innovation Centre in India team. This role is responsible 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
• Identify, categorize, prioritize, diagnose, route, track, and close the alarms raised by monitoring tools
• Recreate and verify complex performance and environmental issues with full access to the production environment
• To identify, troubleshoot and solve incidents within SLA timelines
• Log Analysis of the issues reported
• Update tickets recent status and progress on ticketing tool
• Raise a bug for issue in application functionality where a code fix might be needed
• 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 enhancements in existing solution
• Service Mgmt. Reporting
• Status Tracking & Reporting
• Continuous Service Improvement
• 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:

• Bachelor’s degree in electrical engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline.
• 4+ years of experience in L2 of managed services / application(mobile or web) support
• 1+ years of experience in the Smart/Connected Products & IoT workflow.
• 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)
• Good hands-on experience in scripting languages:
• Python / Python Boto

OR

• Golang/Node-js.
• Ability to differentiate between application & platform issues and proven track record of taking them to closure
• Preferred
• Hands on experience on New Relic and AWS Cloudwatch tools
• Prior experience in operation support for IoT projects (50,000+ live devices) will be an added advantage
• ITIL certification
• Experience in AWS Cloud IoT Core platform
• 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
• Excellent troubleshooting & analytical skills
• 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, always looking 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 skills.

About Us

At Pentair, we believe the health of our world depends on reliable access to clean water. We deliver a comprehensive range of smart, sustainable water solutions to homes, business and industry around the world. Our industry leading and proven portfolio of solutions enables people, business and industry to access clean, safe water, reduce water consumption, and recover and reuse it. We help ensure water is clean when returned to the environment. Whether it’s for fitness and fun, healthier homes, better flood control, safer sky rises, more sustainable ways to farm, or safe drinking water for those who need it most, we won’t stop until the world’s water is managed the best way possible.

From approximately 130 locations in 34 countries, Pentair’s 10,000 employees are united in our unwavering belief that the future of water depends on us. Our 2018 revenue was $3.0 billion, and we trade under the ticker symbol PNR.