JOB PURPOSE
Act as the primary technical owner for critical customer feedback systems (Qualtrics) and related business applications. Deliver deep 2nd/3rd line support, performance optimization, root-cause resolution, and automation with strong hands-on expertise in SQL Server, Windows Server, Linux/Shell scripting, and ITIL processes ensuring maximum stability, reliability, and operational efficiency.
KEY RESPONSIBILITIES
Core Technical Requirements (must have strong, hands-on experience in all four areas)
- Microsoft SQL Server Strong hands-on expertise: complex queries, performance tuning, indexing strategies, execution plan analysis, troubleshooting blocking/deadlocks, maintenance plans, and database integrity checks.
- Windows Server Solid administration experience: managing services, IIS configuration, event log analysis, security & patching, basic failover clustering, and production environment troubleshooting.
- ITIL Processes Practical, real-world application of Incident Management, Problem Management, Change Management and Knowledge Management in a live support environment.
- Linux & Shell Scripting Comfortable working in Linux environments + writing, maintaining, and debugging robust shell scripts for automation, monitoring, log parsing, and operational tasks.
Main Responsibilities
Qualtrics & Survey Operations
- Daily ownership of Qualtrics platform: tracking + ad-hoc surveys across all entities
- End-to-end monitoring and rapid resolution of survey execution, triggers, platform outages and disruptions
- Maintain and adapt system-generated survey triggers to reflect changes in products, processes and channels
- Enforce contact policies to prevent survey fatigue while maximizing response quality and volume
Core Application Support & Troubleshooting
- Deep troubleshooting and resolution of application, integration, and database issues
- Perform structured root cause analysis and implement permanent fixes
- Proactively monitor application health, performance, and availability
Automation & Operational Efficiency
- Develop and maintain Linux shell scripts to automate routine monitoring, alerting, reporting and operational tasks
- Identify opportunities for automation across the supported platforms
Reporting & Insights
- Build and maintain essential operational reports and dashboards for survey performance and application health
- Analyze key metrics (response rates, engagement, policy adherence) and suggest actionable improvements
Additional / Advantageous Skills (nice-to-have)
- Direct experience with Qualtrics configuration, administration, and issue resolution
- Python scripting / RPA tools experience / Power BI / Tableau for data visualization
- A/B testing for survey optimization
- Willingness to participate in 24/7 on-call rotation
Required Skills and Qualifications:
- Proven experience in application support, with a solid foundation in troubleshooting and root cause analysis.
- Hands-on experience with Windows Server administration and MS SQL database management.
- Familiarity with survey platforms such as Qualtrics, including configuration, monitoring, and issue resolution.
- Strong analytical skills with experience in data visualization tools (e.g., Tableau, Power BI) and reporting.
- Knowledge of application monitoring tools and techniques to ensure proactive incident detection and response.
- Proficiency in A/B testing methodologies and statistical analysis.
- Strong understanding of ITIL and ITSM frameworks for managing incidents, changes, and problems effectively.
- Ability to work flexibly on an on-call basis 24/7 to address critical support needs.
- Knowledge of Linux, Shell scripting, Python, or RPA is a significant advantage.
Minimum Qualification Criteria & Experience:
QUALIFICATIONS & EXPERIENCE
Education
Bachelor's degree in computer science, Information Technology, Data Analytics, or a related field.
Relevant certifications in ITIL, ITSM, or Windows Server/MS SQL technologies.
Experience
Minimum 2 years of experience in application support.
Experience in survey platforms, such as Qualtrics, Medallia, etc.
