We are 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.

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 and
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

Mandatory skills:
Bachelor’s degree in Electrical Engineering, Software Engineering, Computer Science, Computer Engineering, or related Engineering discipline;
3+ years of experience in L2 of managed services / application(mobile or web) support




1+ years of experience in the Smart/Connected Products & IoT workflow.
Mobile OR Web App issues troubleshooting
AWS platform or certifiedin 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)
Ability to differentiate between application & platform issues and proven track record of taking them to
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 workplace
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.

📌 Iot Support (Kanpur)
🏢 SourceFuse
📍 Kanpur