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The Senior Information Security Analyst will ensure compliance with security measures, monitor security risks, audit processes, manage information security initiatives, and collaborate on data privacy strategies.
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Essential Duties and Responsibilities:
- Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
- Take ownership of customer issues reported and see problems through to resolution.
- Provide management with metrics related to system availability, support issues, and KPIs as requested.
- Work on a team supporting 24x7 Customer-Facing Products and provide support for */dxg multiple research platforms and related services utilized by customers of Wolters Kluwer.
- Understand and resolve any production issues that are discovered through proactive monitoring/alerting or escalated by our Customer Service or within Wolters Kluwer.
- Effectively and efficiently communicate to Health and Business Management on status of issues and investigations and lead critical incident management.
- Coordinate efforts across Support Teams to increase the use of system resource monitors, system error/exception reports, and usage data analytics to proactively detect and isolate issues relating to performance, reliability, and functionality of production platforms, services, and applications.
- Assist Support Team Leads in developing effective and efficient troubleshooting and fault isolation methodologies.
- Assist in support of on-going improvements of practices and processes for L2 Support.
- Participate in reviews and provide feedback on Requirements, Design Documents and Specifications for Products and Services from a technical production support perspective.
What You Will Need For This Role:
- Minimum of 3 years of technical product support experience with a minimum of 2 years working with production support teams, and experience with global teams.
- Must have experience with ticketing systems (Service Now/JIRA), managing ticket queues and assignment among multiple teams.
- Multi-disciplined technical background in supporting Global custom software and COTS Products. General knowledge of Cloud, networking, SQL and no-SQL DBs.
- General knowledge of the Linux and window operating system.
- Experience in the use and configuration of system monitoring and alerting tools and applications.
- Experience in the following areas: AWS, Azure, Customer Facing Products/Platforms, API/WebServices and general systems engineering practices.
- Experience in troubleshooting of Cloud, network, application, and environment issues.
Nice To Have:
- Working knowledge for tools such as Zabbix, NewRelic, OpsGenie, PagerDuty, AppDynamics or Datadog.
- Experience in ITIL practices especially critical incident, request and change management and communication using ServiceNow.
- Experience in enterprise applications performance tuning using a variety of technologies – JVM and .NET CLR memory/heap and thread analysis will be added advantage.
- Nice to have experience of Shell scripting or Selenium.
- General knowledge of Federated Identity Management systems like AzureAD, Okta or PingFederate highly desirable.
Education:
• Bachelor’s degree in computer science or related technical discipline.
What you need to know about the Chennai Tech Scene
To locals, it's no secret that South India is leading the charge in big data infrastructure. While the environmental impact of data centers has long been a concern, emerging hubs like Chennai are favored by companies seeking ready access to renewable energy resources, which provide more sustainable and cost-effective solutions. As a result, Chennai, along with neighboring Bengaluru and Hyderabad, is poised for significant growth, with a projected 65 percent increase in data center capacity over the next decade.
