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Location

Chennai | India

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Job description

Job Description

Company Description

Think about the billions of purchases that consumers make every single day around the world. Imagine trying to make sense of the trillions of data points that represent these purchases. From a family doing online shopping for household essentials to a quick run to the supermarket, Nielsen is measuring the entire consumer path to purchase. 

Nielsen is a multinational company working with the world’s largest brands across the world to inform them on where and how their best customers are shopping. The challenge is that this is a moving target and a complex problem. With the commerce landscape shifting constantly, only Nielsen has the span and caliber of data to make sense of what drives a consumer to make a purchase.

Job Description

Manager Engineering, Chennai

REFID33946C

As a Support Lead, you will be responsible for your team’s high quality and in-depth technical support to internal and external users of Production systems.  You will work with and manage global teams across all regions at Nielsen.  You will have exposure to all aspects of our business as well as an opportunity to learn and work on many different technologies.  You will be expected to own all aspects of production quality.  

This is a fast-paced and exciting role especially as Nielsen introduces many new and innovative solutions.  The Support Lead role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way.    

Responsibilities: 

• Strong verbal and written communication skills with the ability to provide detailed analysis and simplified explanation up to the executive level.  
• Analyze and investigates production incidents understanding the issue inside highly complex applications. Document incidents and their resolution, facilitating further resolutions to ensure all SLA’s are met. interacting with Operations, client services teams, and technology leaders to provide the best experience and service. 
• Root cause analysis (RCA) coordination to identify root causes and final resolutions to production incidents, assesses incident resolution and estimates application changes. Apply resolutions, leading to timely, error free revisions in applications.  
• Lead teams responsible for:   
• Responding to incidents created from external and internal users - replicate issues, triage, provide workarounds, restore services, and work with delivery teams if defects require permanent solutions.  
• Providing meaningful analysis of issues back to users and provide timely update for any on-going problems.  
• Performing user maintenance to resolve issues  
• Fulfilling Standard Service Requests and execute actions based on standard operating procedures  
• Performing routine smoke testing, system monitoring, and job monitoring and respond to issues.  
• Providing consistent updates on tickets in Service-Now.  Open JIRA ticket and monitor progress for defects.  
• End to end coordination of issue to resolution with the user, other support teams, operations, technical delivery teams and vendors if required.  
• Attend incident management (IM) calls to follow production issues and report status from the IT side through final solution or work around. Define next steps, address escalations, and mature systems to ensure fewer critical production incidents. 
• Optimizing on-call rotations, processes, update runbooks, tools and documentation to help prepare teams for future incidents. Conducting post-incident reviews (RCA). 
• Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides  
• Ensure compliance to standard Nielsen Practices / Tools, ITIL, Microsoft, ServiceNow, and JIRA suite (VM)

Qualifications

• 10+ years in technical support or related areas with experience in team handling. 
• Experience with leading team including consultants and managed services providers, and site reliability engineering practices.  
• Ability to deep dive into issues and cross-functionally to drive solutions. 
• Excellent communication skills, with the ability to effectively interface across cross-functional technology teams and the business stakeholders. 
• Understanding of ITIL framework. 
• Strong fundamentals and interest in application support, infrastructure knowledge, with a software engineering background. 
• Comfort working with client facing teams as well as senior technical associates. 
• Strong bias toward action, flexible, resourceful, and able to operate effectively within a dynamic, fast-paced environment  
• Ability to work flexible & extended work hours as needed. 
• Must Have: Exceptional communications skills, flexibility to work in 24X7 shift rotations – including weekends. Familiarity in technology area like SQL, UNIX scripting, JAVA, Spring Boot, Python, TIBCO, Azure, cloud, API management, automation tools, database, monitoring tools, big data, infrastructure services, etc., Sound SDLC skills, preferably with experience in an agile environment.  
• Nice to have: Functional knowledge of Market research, FMCG industry, and big data is a plus.  

Education: 

• Minimum B.S. degree in Computer Science, Computer Engineering or related field

Additional Information

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™.

NIQ, is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population. For more information, visit NIQ.com.

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™.

NIQ, is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population. For more information, visit NIQ.com.

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: 

NIQ or any of our subsidiaries will never ask you for money at any point of the recruitment or onboarding process.

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