Job Title: Sr Support Analyst (IOT)

Location: Atlanta, GA

Type: Contract

Skill – AWS IoT (Must have experience in IoT platform and worked on AWS services and components with various IoT gateways, data communications and interfaces with any manufacturing industry, preferably packaging domain with Telit IOT platform)

MUST HAVE - Telit IOT platform

Exp : 10-12 yrs

Sr.Support Analyst JD (Onsite)

Overall, Skills

1. Work experience expected to be around 8-12 years in any IT industry with at least 3-4 years of

relevant experience in operation and production support.

2. Must have experience in IoT platform and worked on AWS services and components with various

IoT gateways, data communications and interfaces with any manufacturing industry, preferably

packaging domain with Telit IOT platform.

3. Should be very strong in engaging and implementing the L2, L3 support with service operations

team, receive instructions and manage escalation incidents to L3 engineers or 3 rd party vendors as

necessary with proper stakeholder management and communication.

4. Proactively maintain the support process and services and check that all requests for support are

dealt with according to the agreed procedures.

5. Prioritizes and diagnoses incidents according to agreed procedures as per Incident management

with proper communication and Ticket management through Service now/ Kanban.

6. Should be very good in problem Management, experienced in identifying the workarounds and data

corrections with appropriate fixes, perform code analysis, code fix / enhancements based on RCAs

and provide RCA, estimation with detailed Investigations and causes of incidents and seeks

resolution and suggest recommendations of changes for fix, ad hoc service requests, provide

software / patch deployment support, update Knowledge database, self-help documentation.

7. Work with SMEs & Architects on finalizing, design and code comments and work with QA teams on

testing cycles, help with standard operational procedures and maintenance for new and changed

capabilities.

8. Very strong in device configuration and support management, applying and maintaining tools,

techniques, and process to identify, track, log & correct information to ensure unauthorized change,

diversion, inappropriate use of information.

9. Should perform maintenance tasks and activities proactively.

10. Good analytical and problem-solving skills and ability to work in a global team environment with

self-driven and with good sense of ownership/accountability.

11. Expected to meet the defined SLAs defined on RCA, Incident, Process compliance, deviations,

responses for all L2 and L3 support criteria.

12. Work closely with stakeholders, SME’s, Architect, and engineers by working at the client location

atleast 3 times a week during the KT phase and 1-2 weeks during the program execution.

Relevant & Required Technical Skills

1. Very good at understanding all the technical components end to end from IoT Platform, gateways,

connectivity, data communication, internal systems integrations, configuration, device integration.

2. Good to have Telit platform knowledge, API usage, deviceWise suite, PLC drivers, cellular/ ethernet

connectivity experience and SIM activation and its management. Knowledgeable on any VPN

connections and its configuration.

3. Basic scripting experience with Unix, Python, Lua, shell commands can be added advantage.

4. Should have overall good networking understanding and network related debugging and

troubleshooting skills required.

5. Basic knowledge in understanding PLC, HMI, sensors used, and its machine packing domain

knowledge is preferred.

6. Should have worked on AWS platform and components (S3 bucket, Lambda functions, Kinesis

firehose, SNS, simple queue services, MySQL, authentication, and authorization, webhooks, Access

Key, and data collection and processing strategy.

7. Should have solid analytical understanding on data and analytical tools to debug data centric issues

and handle data issues and cleanup ability for all the database issues.

8. Good understanding on pipelines and deployment strategy.

9. Should proactively work with Client team with help desk team, infra support team on L1 incident

management and service requests communication and response/ resolution for connected machine

platform support work.

10. Should be responsible for all the deliverables during the training and beyond.

Thanks and Regards

Sanket Parate

Talent Acquisition Specialist, KTEK Resourcing

Email- sanket.parate@ktekresourcing.com

W www.ktekresourcing.com

A 9494 Southwest Freeway, Suite #350, Houston, TX -77074