Principal Engineer- Production Support

Company: HARMAN International
Location: Vernon Hills
Posted on: February 23, 2021

Job Description:

About The Role

This resource must have technical experience in cloud and provide technical guidance with demonstrated enterprise application support acumen and excellent vendor management skills

The position is required to respond and resolve reported incidents. Perform root cause analysis and troubleshooting.

What Will You Do

• Be the senior technical focal point of customer issues raised by the customer and internal 2nd level.
• Drive the P0/P1 triage bridge to resolve the incidents with in SLA
• Own and work on assigned cases and responsible to resolve issues raised within SLAs.
• Participate in customer's workshops and provide presentations of the proposed solution
• Act as the Subject Matter Expert for Ignite products, working closely with the product developers, building the knowledge in support, troubleshooting tools and methods.
• Acts as a technical liaison between clients, service engineering teams and support
• Analyze recurring issues and put processes and requirements for tools to better support the customer.
• Mentor and educate 2nd tier personnel in order to reduce the number of technical escalations.
• Create technical documentation and procedures
• This position requires travel, stretch hours if a P0/P1 incident is in progress and on-call duty 24/7
  
  What You Need
  
  Basic Qualification
  
  • Candidate should have minimum of 12years experience out of which atleast 7years of experience in Enterprise application support/ Engineering background
  • Must be a part of large global scale production grade implementation and deployments
  • Candidate should be a B.Tech/B.E/M.Tech in E&C or Computer Science
  • Excellent oral and written communication skills (fluent in English).
  • Experience with communicating with enterprise customers via calls and emails, including managing a technical bridge in critical and pressing situations.
  • Resilience to work in a stressful environment and comply with a tight timeline and strong service orientation and interpersonal skills.
  • Comfortable in an ambiguous, ever-changing environment
  • Self-learner with the ability and desire to constantly acquire new knowledge and learn new technologies
  • Experience with analyzing, troubleshooting, and providing solutions for deep and complex technical issues
  • Ability to act as on-call for high severity issues.
    
    Technical Qualification
    
    • Strong knowledge of cloud environments AWS.
    • Strong knowledge of orchestration tool (Kubernetes)
    • Strong knowledge of container-based environment (Docker Containers)
    • Sound knowledge in writing mongodb and elastic search queries
    • Scoping and trends analysis via mongodb, monitoring tools (Grafana or similarc ) and logging systems (Graylog, Kibana, Splunk, etc )
    • Prior consulting, advisory, or professional services experience is preferred
    • Practical expertise in performance tuning and optimization, bottleneck problems analysis
    • Solid technical expertise and troubleshooting skills
      
      Leadership: Demonstrate character, clarity, courage and commitment to high-performance
      
      • Build environment of trust, high performance and engagement by establishing clear goals and a commitment to feedback, development and recognition
        Change Orientation: Champion a better, faster and simpler way of doing things
        
        • Apply original thinking and continuous improvement to processes, products, systems or services and manage change to better serve customer needs
          Collaboration: Connect, engage and communicate with others
          
          • Encourage open expression of ideas; communicate effectively at all levels and build strong relationships
            Judgment: Make sound decisions
            
            • Demonstrate critical thinking to take appropriate risk and make sound and timely decisions
              Results-Driven: Deliver extraordinary results Take initiative to achieve superior, quality results against internal or external standards of excellence
              
              Eligibility Requirements
              
              • Willingness to travel.
              • Willingness to work in an office.
              • Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

Keywords: HARMAN International, Arlington Heights , Principal Engineer- Production Support, Professions , Vernon Hills, Illinois