Expert Systems Engineer

**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 * Client's point of contact on any application/database performance issue. * Identify, qualify & help drive the issues/bugs to remediation/resolution. *  Keep track of identified issues/fixes and drive this resolution across the client base. * Assess the extremely complicated application and database performance issues and drive them to resolution. * 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 environment with rotational shifts. * Responsible for handling Level 2 analysis, troubleshooting, and resolution. **Experience & Knowledge:** * Candidate must have a 7-8+ years of experience in supporting and monitoring * 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 Professional 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., good command of verbal and written English) **Good to Have:-** ·       Understanding of healthcare related application, patient care environments. **·**       Understanding of Azure environments.  **Academic and Professional Qualifications:** * Bachelor’s Degree in computer science/IT * Any relevant IT certification would be a plus. * Strong interpersonal and communication skills (written and verbal) are a must to maintain our customer’s 1st focus, document processes, and communicate effectively within the team **Working Arrangements:** * Able and willing to work in ‘shifts’ or to be on an ‘after hours’ rotation.