Details of the role / application, as appropriate: This customer-facing role requires strong interpersonal and technical skills. You will utilize monitoring and diagnostic tools such as BigData, Splunk, and Grafana to analyze performance metrics and resolve issues related to throughput, memory, CPU, and disk utilization. A core responsibility is to optimize database performance, analyze Java/JavaScript code, and collaborate across internal teams to reproduce and resolve high-impact performance issues. Participation in weekend and holiday support rotations is expected. This role requires working from the office five days a week. There are two different shifts—Shift 1: 8:00 AM to 5:00 PM and Shift 2: 1:00 PM to 10:00 PM. Please note, there are no night shifts.
Key responsibilities and expected 'output': The Performance Support Engineer is responsible for resolving the most complex performance-related issues in the ServiceNow Technical Support team. This role focuses on analyzing and enhancing the performance and availability of customer instances, serving as the final point of technical escalation within the support department.
'Required' tech stack and other related details: Strong commitment to customer service and support excellence, Relational database experience (e.g., MySQL, Oracle),Java knowledge with object-oriented principles and memory management, Scripting in JavaScript (preferred), Python, or Perl, Advanced Unix/Linux system administration, Knowledge of web application architecture, Experience in performance tuning, execution plan analysis, Ability to analyze Java heap/thread dumps, Excellent communication and collaboration skills
'Good to have' tech stack and other related details: Knowledge of JDBC, ODBC, and web services, Familiarity with TCP/IP and networking, Experience with Splunk for monitoring, Remote administration via SSH, SNMP, WMI, or PowerShell, Understanding of ITSM, ITIL, CMDB
Any other information considered 'critical' / 'Useful': Bachelors (B.E/B.TECH/B.C.A) or Masters (M.E/M.Tech/MCA) degree or equivalent.
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