Senior Software Engineering Support Technician I (Service Operation Support - System Engineer)

Company Description

At Nielsen, we are passionate about our work to power a better media future for all people by providing powerful insights that drive client decisions and deliver extraordinary results. Our talented, global workforce is dedicated to capturing audience engagement with content - wherever and whenever it’s consumed. Together, we are proudly rooted in our deep legacy as we stand at the forefront of the media revolution. When you join Nielsen, you will join a dynamic team committed to excellence, perseverance, and the ambition to make an impact together. We champion you, because when you succeed, we do too. We enable your best to power our future.

Job Description

The Service Operation Support (SOS) team at Gracenote is critical to meeting the 24/7/365 demands of both our external customers and internal groups, such as Engineering and Customer Care. Given Gracenote's diverse challenges—from managing billions of daily music requests and providing global TV programming data to handling real-time sports data dynamics—the SOS group ensures accurate and timely data delivery.

Our core mission is to create a modern, scalable, and highly automated platform for comprehensive monitoring, alerting, and troubleshooting across our heterogeneous infrastructure and numerous application components.

The successful candidate will be responsible for ensuring reliable and on-time product data delivery and supporting the overall operation of the SOS group. This includes resolving or escalating all detected issues from submission/detection through to fulfillment/resolution.

Key Responsibilities and Duties

- Service Operations: Proactive and reactive service monitoring, technical triaging, and incident management.

- Availability: Working a rotating schedule, including on-call shifts, to maintain 24/7 coverage.

- Communication: Providing timely status updates and communications to management as required.

- Process Improvement & Automation: Identifying common issues, working toward long-term solutions, and identifying opportunities for process improvement and automation.

- System Maintenance: Maintaining and monitoring production applications and systems.

- Collaboration: Working closely with management, DevOps, and Engineering teams to execute tasks.