Support Engineer for Backend Services – SQL

Job type:
12 months
Newtown Square, Philadelphia
flag_no USA
Contact person:
Swetha Vardini
project ID:

Please note the request is from USA. We need local resources. No travel is possible from other countries.

Role: Support Engineer
Project duration:
Location: Newtown Square, Philadelphia, USA
Planned effort: 960 hours / 120 days
Capacity utilisation: 100%.

As market leader in enterprise application software, Customer helps companies of all sizes and industries run better. From back office to boardroom, warehouse to storefront, desktop to mobile device – Customer empowers people and organizations to work together more efficiently and use business insight more effectively to stay ahead of the competition.

The backend services team consists of 15+ engineers and is responsible for providing support to IT operations and monitoring of services to all Customer employees on a 24/7 basis. The support includes activities like Server Imaging, Patching, Virtualization, Operating System Support and Monitoring, SQL administration.

SQL Team - is responsible for supporting the MS SQL infrastructure for various use cases. The SQL team supports more than 200+ productive SQL DBs in three regions holding 1.3 TB.

Technical Tasks

Responsible for identifying, recording, registering and performing the correct troubleshooting of tickets as mentioned in the service catalog for SQL service.
SQL administration tasks:
Provide escalated support for SQL services on servers
Provide escalated support for the SQL servers of the SCOM and SCCM teams.
Provide support to the Citrix team for SQL related activities.
Administer, backup, recover hosted instances
Advise, provide performance checks and escalated support about performance tasks to Customer SMEs.
Provide support to the SCCM team for creating reports based on SQL.
Handle all tickets escalated by Field IT or Service Desk or forwarded from other service teams.
Process Expectations

Follow agreed processes and procedures for ticket resolution
Have a proactive approach to identify, coordinate and resolve tickets
Be a team player and interact/help team members/cross functional teams to achieve faster issue resolution
Follow/improve SLA resolution timings
Adhere to incident, problem and change management processes
Participate in team meetings as per the agreed governance model
Engage Customer experts, if required as per service catalog RACI
Work to reduce the ticket assignment to Experts group
Participate and contribute in continual service initiatives/improvements
Assist operation line manager in meeting program objectives
Contribute to create and update the knowledge articles
Update documents and share them with the operation line manager for review and approval
Keep updated on new technologies and request training if needed
Communicate with identified users appropriately via all approved media
Adhere to shift timings and complete the assigned tasks
Hand-off pending issues/tasks to in-coming shift with all details, as per the defined process
Act as a backup resource, as/when needed


University degree or equivalent work experience
Ability to plan and execute patch plan for SQL server
Open to work in 16x5 support shifts and on-call support during off-business hours and weekends
Experience with ITIL processes especially incident, change and problem management
Need to be independent and coordinate with various teams for the daily operations, plan and execute scheduled activities.
Possesses SQL Server Microsoft certification at associate or expert level
Willingness to learn new skills and technologies.
Ability to think independently and have ability to find solutions to complex issues from different sources
Ability to make quick decisions, assume leadership without supervision, able to assume a role of authority as necessary
A keen eye for detail and a result driven approach
Effective analysis
Ability to listen, analyze and summarize
Ability to work in stressful situations
Conflict management skills is a plus
Customer and team-work oriented
Outstanding communication skills
Excellent English written and oral communication skills


Min 5 to 7 years in Microsoft SQL Server administration
Experience in working in a large organization with globally distributed personnel, functions and operations
Software industry experience strongly preferred

*If the above description suits your profile please fill the below application.