Role: Expert System Engineer

Responsibilities:
Providing premium client services, working with the client, tracking their ongoing issues, and helping them resolve those issues.
Providing weekly/monthly client read-outs and presentations
Identify, qualify & help drive the issues/bugs to remediation/resolution.
Keep track of identified issues/fixes and drive this resolution across the client base.
Identify known issues and turn them into an alert and establish operational workflow with operational teams.
Prepare necessary documentation around technical procedures as well as operational procedures.
Participate in weekly/daily technical/leadership calls to update on the progress.
Working in a 24*7 operational setting with rotational shifts.Responsible for handling Level 2 analysis, troubleshooting, and resolution.

Experience & Knowledge:
Understands Global Command Center/Service desk/Frontline Monitoring operations
Ensure team adherence to all team, account, and client policies and procedures.




Experience/Knowledge of Application/Infrastructure Monitoring tools/solutions.
LogicMonitor/AppDynamics/AzureMonitor/SentryOne or other Application Performance management tools etc.
Experience in Windows servers infrastructure and. Net-based Application Support, IIS, worker process thread, Web config, Event Logs
Server Performance metrics - CPU, Memory, Queue length, MSMQ, I/O, Page writes, Perfmon,Windows Clustering etc.
Basics of Networking and Azure Monitoring
Intermediate to Skilled level of experience in SQL. E.g., SQL Jobs, SQL queries, Blocking, Always On
Experience with ITSM tools such as Service desk/ServiceNow.
Basic knowledge of ITIL framework (V3.0 foundation certificate would be added advantage)
Creative data reporting/presentation - PowerBI, Excel, Pivot tables, charts etc
International support experience (preferably US or Europe i.e., valuable command of verbal and written English)

Valuable to Have:
-Understanding of A

📌 Expert Systems Engineer Pune
🏢 Altera Digital Health
📍 Pune