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The Technical Specialist provides level 2 support for issues related to Morningstar applications, ensures resolution of technical problems, and collaborates with various teams to enhance system performance.
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Each of Gracenote’s verticals faces distinct challenges. From servicing billions of requests a day for the music business to providing the data powering global TV programming information in the Video business, to dealing with the dynamics of Real-Time Sports Data. To meet the 24/7/365 requirements of our customers, and those of internal groups like Engineering and Customer Care; Gracenote has created the Service Operation Support (SOS) team. With a goal of meeting the company’s internal and external needs, the SOS group is working to create a modern, scalable and highly automated platform for comprehensive monitoring, alerting, and troubleshooting for our heterogeneous infrastructure, and a large number of application components. Our customers demand accurate and up to date data, and the SOS group has been built to ensure that we deliver it.
Job Purpose:
In Service Operation Support, the successful candidate will be responsible for ensuring reliable and on-time product data delivery, and supporting the overall operation of the SOS group.
Job Description:
Resolving or escalating issues from submission/detection to fulfillment/resolution. You will be working a rotating schedule (including on-call shifts) within your team, and your primary duties include proactive and reactive service monitoring, technical triaging, incident management, and providing status updates and communications to management as required. This candidate should have a passion for automation and quality. An understanding of the interaction between Legacy and Current Systems, On-Premises and Cloud, and most importantly the desire to constantly make things better. Other responsibilities would include:
- Identifying common issues and working toward long term solutions
- Excellent problem solving/analytical skills
- Maintaining & monitoring production applications and systems Internal documentation
- Working closely with management, DevOps, and Engineering teams to execute on tasks.
- Work on defined SLA’s to make sure that our client receives the best of the services
- Identifying opportunities for process improvement.
- Must be able to manage and prioritize multiple work requirements
- Ability to work independently and in a team environment On-Call duties as required.
Role Requirements / Desired Skills :
- 6+ years of experience working in role of Support Engineer / Product Support Engineer / Application Support Engineer
- Ability to read and write various programming languages such as Java, .Net, SQL.
- Bash/ Unix Scripting & AWS environment.
- Experience with and knowledge of, both Relational and Non Relational Databases and Data Stores. (MSSQL, MongoDB, Postgres, Kafka, etc.)
- Experience with AWS or other cloud platforms
- A proficiency in Networking in both Physical and Cloud Environments.
- Superior written and oral communication
- Ability to work independently and as part of a team
- Problem solving skills necessary
- Ability to plan and delegate incidents.
- Excellent time management skills
- Passion for data, attention to detail, intellectual curiosity, and a love of problem-solving
- Have knowledge of other technologies like orchestration tools, database optimisation, server/application optimisation
- Experience with DevOps practises and software
Additional skill set (Good to have):
- Knowledge of GIT, Jenkins, and other Continuous Integration services
- Experience with knowledge base creation and Technical documentation skills would be considered an asset
- Have an affinity with Video, Music & Sports domain
- Like to understand and brainstorm about architecture
- A passion for exploring / understanding new programming languages
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