Job Title: Specialist, Technical Support I

Company: Wiley Colombo

Location: Colombo, Sri Lanka

Salary: LKR 50,000 – 75,000 per month

About The Role:

We are looking for a Specialist, Technical Support I with a minimum of 2 to 3+ years of experience to join our exciting and rapidly expanding team in Sri Lanka. This position is a hands-on support and development role where you will be responsible for supporting Wiley’s Research platform and providing both application support as well as development support as required.

As a Software Support Engineer at Wiley, you will provide application maintenance and support, involve yourself in troubleshooting and root cause analysis, and implement resolutions for incidents, service requests, and problem requests.

How You Will Make An Impact:

1. Technical Maintenance:
   • Advise on all technical maintenance issues and support activities on the application.
   • Troubleshoot and implement resolutions for maintenance and support requests, resolving problems with products, software, and processes.
   • Provide fixes and workarounds while working closely with development teams to address issues.
2. Problem-Solving:
   • Report on root causes of issues, document processes, standard operating procedures, and solution requirements.
   • Work with Infrastructure, DevOps, and Service teams to provide application maintenance and support for global enterprise applications, ensuring alignment in the resolution of incidents, service requests, and problem requests.
   • Categorize, prioritize, and triage maintenance and support requests with business users.
3. Communication:
   • Communicate solutions to maintenance and support requests to business users and obtain sign-off on solutions.
   • Assist the team in maintaining the health of the production system.
4. Methodologies:
   • Adhere to Agile and DevOps methodologies to support enterprise-level applications.

What We Look For:

• Educational Background: Bachelor’s degree in Computer Science or an equivalent qualification.
• Experience: Minimum of 2 to 3+ years of solid experience in software support and developing web-based enterprise applications.
• Technical Skills:
  • Solid understanding of supporting and troubleshooting web-based applications, identifying reported issues, and incident management processes and related workflows.
  • Expert level of troubleshooting, process refinement, and triaging skills.
  • Prior experience in supporting interface technologies such as Web Services and related protocols.
  • Proficiency in technologies including Java, .NET, ColdFusion, SQL/NoSQL databases, JUnit, Tomcat, Liquibase, HTML, CSS, Restful Web Services, MySQL, Kibana, Python, ActiveMQ, Elasticsearch, Docker, Kubernetes, Git, Jenkins, CICD, ELK Stack, AWS, ITSM, ServiceNow, JIRA, and Confluence.
• Development and Automation: Understanding of Continuous Integration/Continuous Development and automation.
• Microsoft Office Suite: Proficiency with Excel, Access, Word, and PowerPoint.

About Wiley:

Wiley is a trusted leader in research and learning, our pioneering solutions and services are paving the way for knowledge seekers as they work to solve the world’s most important challenges. We are advocates of advancement, empowering knowledge-seekers to transform today’s biggest obstacles into tomorrow’s brightest opportunities.

With over 200 years of experience in publishing, we continue to evolve knowledge seekers’ steps into strides, illuminating their path forward to personal, educational, and professional success at every stage. Around the globe, we break down barriers for innovators, empowering them to advance discoveries in their fields, adapt their workforces, and shape minds.

Core Responsibilities:

1. Application Support:
   • Provide ongoing maintenance and support for Wiley’s Research platform.
   • Diagnose and resolve technical issues reported by users.
   • Ensure application uptime and performance through proactive monitoring and troubleshooting.
2. Development Support:
   • Assist in the development and enhancement of the platform as needed.
   • Collaborate with development teams to implement fixes and new features.
   • Participate in code reviews and testing to ensure high-quality deliverables.
3. Incident and Problem Management:
   • Respond to and resolve incidents and service requests in a timely manner.
   • Conduct root cause analysis for recurring issues and implement long-term solutions.
   • Maintain detailed documentation of issues, solutions, and standard operating procedures.
4. Collaboration:
   • Work closely with Infrastructure, DevOps, and Service teams to ensure seamless support for global applications.
   • Engage with business users to understand their needs and provide effective solutions.
   • Participate in cross-functional team meetings to discuss ongoing projects and support activities.
5. Process Improvement:
   • Continuously identify and implement process improvements to enhance support efficiency and effectiveness.
   • Stay updated with the latest industry trends and technologies to bring innovative solutions to the team.
   • Provide training and guidance to junior team members as needed.

Additional Information:

• Work Environment: Ability to work in a dynamic and fast-paced environment, collaborating with multi-cultural and multi-lingual teams.
• Travel: Occasional travel may be required to support business objectives and client engagements.
• Work Hours: Flexibility to work different shifts to provide round-the-clock support as needed.

Application Process:

Interested candidates are invited to submit their resume and cover letter to [insert application URL or email address]. Please include “Specialist, Technical Support I Application – Wiley Colombo” in the subject line. Applications will be reviewed on a rolling basis, and early applications are encouraged.

Why Join Wiley:

At Wiley, we believe in fostering a culture of innovation, collaboration, and continuous learning. Our team is composed of passionate and driven individuals who are committed to making a positive impact. We value diversity and inclusivity, and we strive to create an environment where everyone can thrive and contribute to their fullest potential.

Join us at Wiley and be part of a team that is dedicated to advancing research and learning worldwide, breaking down barriers, and empowering knowledge-seekers to achieve their goals.