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Technical Support Specialist Level 3

 

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

 

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

 

Purpose

This role is responsible for maintaining the service-level agreement critical production platforms or products and providing automated operations to ensure the service to our clients is always of the best quality.

Key Missions

  • Hardens platforms or products before and after they go live by reviewing their design, security and implementation, tuning configuration as well as developing auxiliary tools and necessary monitoring of critical health indicators
  • Maintains platforms or products after go live by measuring and monitoring their availability, performance and overall system health
  • Recovers platforms or products during production incidents to meet targeted service-level agreements
  • Performs detailed root cause analysis and conduct post-mortem analysis
  • Seeks proactively for improvements of non-functional requirements and cooperates with development and product teams to improve operational aspects of platforms or products
  • Participates to the Change Advisory Board and validate readiness, security and maturity of new releases through development, execution and verification of automated smoke test
  • Supports stakeholders by providing technical expertise when necessary
  • Drives improvements in SRE across all team members with strong collaboration of SRE manager
  • Coaches and mentors different teams in technical areas, develop the knowledge of related technologies (monitoring, deployment, cloud tools etc.)
  • Brings proactive support approach, product design review, collaboration with development team during product development
  • Communicates with internal and external stakeholders during planned interventions or changes and outages

    • Profile & Other Information

    Expert Tech Support Engineer III

    Knowledge

    • 4+ years of proven experience.
    • Experience interacting with internal and external clients.
    • Bachelor in Computer science or related, with specialization and/or Master's degree.
    • Intermediate or Advanced English level (B2).
    • Availability to travel.


    Your mission

    • Classification, debugging, mitigation, and diagnosis.
    • Analysis, management and response of cases escalated to level 2, applying internally defined procedures.
    • Escalation of incidents classified at level 3, to specialized areas in the company, applying the procedure defined for this purpose.
    • Elaboration of consolidated reports of attention to incidents of the project in maintenance and present it to the stakeholders interested in the management of the project.
    • Monitoring of intervention plans.
    • Root cause analysis / log analysis.
    • Take ownership of issues and follow through to resolution.
    • Follow-up of the incidents, verifying that they are resolved within the defined terms, identifying the blocking points and seeking solutions that allow compliance with the SLA's defined for the project.
    • Support to the implementation and integration process, when required by the team's competencies in any integration.
    • Train and guide the members of the assigned team when required.
    • Propose and support improvements in the services offered.

     
     
    Requirements

    • Knowledge office automation (Intermediate)
    • Word, Excel, PowerPoint, Visio, Outlook
    • Knowledge in Installation and Configuration of LINUX operating systems (Advanced):
    • RedHat, Oracle Linu, CentOS.
    • Knowledge of programming (Intermediate):
    • Java, C++, Python,Android (Ideal)
    • Knowledge of database administration (Intermediate):
    • Oracle, Postgressq, MySQL, SQL server.
    • Knowledge in Installation and Configuration of Windows operating systems (Intermediate):
    • Windows XP, Windows 7, Windows 10, Windows server 2003, Windows server 2012, Windows server 2016, Windows server 2019.
    • Knowledge of containers (Medium):
    • Docker, Kubernetes.
    • Script creation; (Medium):
    • UNIX, Linux, Windows, SQL language,Databases.
    • COTS Competencies: (Basic):
    • Active Directory,Storage Management and Administration, Stored Procedure, Power VM,ESXI Virtualization, XML, SOAPUI, Tomcat, Angular, Nodejs, MULE ESB,JSON: API

     

    By choosing to work at IDEMIA, you will join a unique tech company, offering a wide range of growth opportunities. You will contribute to a safer world, collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life, regardless of how they look, where they come from, who they love, or what they think.

     

    We deliver cutting edge, future proof innovation that reach the highest technological standards and we’re transforming, fast, to stay a leader in a world that’s changing fast, too.

     

    At IDEMIA, people can develop their expertise and feel a sense of ownership and empowerment, in a global environment, as part of a company with the ambition and the ability to change the world.

     

    Visit our website to know more about the leader in Identity Technologies

    www.idemia.com

    Apply now »