Description
We are looking for a Specialist, Technical Support I with minimum 2 to 3+ years of experience to join our exciting and rapidly expanding team in Sri Lanka. This position is a hands-on support and development role where you will be responsible for the supporting of Wiley’s Research platform and provide both Application support as well as development support as required.
As a Software Support Engineer at Wiley, you will provide application maintenance and support, involve in troubleshooting and Root Cause analyzing, implement resolutions for Incidents, Service Requests and Problem Requests.
How you will make an impact:
- Advise on all technical maintenance, issues, and support activities on the application.
- Troubleshooting, implementing resolutions on maintenance and support requests and resolving problems with products, software, and processes.
- Provide fixes and workarounds while working closely with development teams to fix the issues.
- Reporting on root causes of issues, documenting processes, standard operating procedures, and solution requirements.
- Work with Infrastructure, DevOps and Service teams providing application maintenance and support for global enterprise applications to ensure alignment in the resolution of Incidents, Service Requests and Problem Requests.
- Categorize, prioritize, and triage maintenance and support requests with business users.
- Communicate solutions to maintenance and support requests to the business user and obtain sign-off on solution.
- Assist the team in maintaining the health of the production system.
- Adhering to Agile and DevOps methodologies to support the enterprise level applications.
What we look for:
- Bachelor’s degree in Computer Science or an equivalent qualification.
- Minimum 2 to 3+ years of solid experience in software support and developing web-based enterprise applications.
- Possess a solid understanding of supporting and troubleshooting web-based applications, identifying reported issues and Incident Management Process and related workflows.
- Expert level of troubleshooting, process refinement and triaging skills along with prior experience in supporting interface technologies such as Web Services and the related protocols.
- Experience in the following technologies: Java, .NET, ColdFusion and SQL/NoSQL databases, JUnit, Tomcat, Liquibase, HTML, CSS, Restful Web Services, MySQL, Kibana, Python, ActiveMQ, Elasticsearch, Docker, Kubernetes, Git, Jenkins, CICD, ELK Stack, AWS, ITSM, ServiceNow, JIRA and Confluence.
- Understanding of Continuous Integration/ Continuous Development and Automation.
- Proficiency with Microsoft Office suite of tools (Excel, Access, Word, and PowerPoint)
Skills
Java
MySQL
.NET
AWS
Python
Industry Sector