Senior Solution Engineer

Job description

**Senior Solutions Engineer** **Desired Experience Range: 5 - 8 years** **Location of Requirement: Bangalore** **Must-Have:** **Basic Qualifications** - **5+ years of experience in a 24x7 IT call center or helpdesk role, with 2+ years of experience in a 24x7 IT Major Incident, Problem, or Change Management role** - **Strong knowledge and hands-on experience with ITSM tools such as ServiceNow, PagerDuty, and JIRA** - Hands-on experience fulfilling user service requests and troubleshooting front-line technical issues - Proven ability to lead during high-pressure, mission-critical incidents - Excellent organizational, analytical, and communication skills for presenting needs, challenges, and solutions to teams, partners, and stakeholders, as well as driving critical incidents to resolution - Ability to deliver high-quality results in a heavy multitasking environment - **ITIL v3 or ITIL v4 Foundation Certification** - Experience with observability tools such as Datadog, Big Panda, Conviva, Grafana, Splunk - Experience leading peers as well as working with minimal supervision **Preferred Qualifications** - Familiarity with streaming media workflows, broadcast systems, and IT infrastructure - Technical or cloud certifications (AWS, Azure, or similar) - Knowledge and experience with Problem Management or Change Management Processes - Knowledge of reliability and resiliency practices (failover strategies, circuit breaker patterns)