Production Support

Production Support & Incident Management

• Response & Resolution: Adhere to defined On-call processes and strictly follow Ticket
  Resolution SLAs.

• Root Cause Analysis: Track and analyze recurring issues and support activities,
  collaborating with Production Support Engineers (PSEs) to identify root causes and
  implement permanent fixes.

• Issue Oversight: Oversee the timely response and resolution of all production issues,
  prioritizing based on business impact.

• End-to-End Troubleshooting: Coordinate and facilitate the troubleshooting and recovery
  of complex, end-to-end problems that span multiple teams and technical layers.

• Stakeholder Communication: Provide crisp, timely updates to all stakeholders (intra-team
  and inter-team) via standups, emails, and meetings.

• Ownership: Self-unblock when necessary; for features with widespread impact, coordinate with stakeholders with minimal supervision.
  System Monitoring & Automation

• Operational Monitoring: Ensure monitoring SLAs are met by proactively actioning system
  anomalies and alerts.

• Efficiency: Drive automation initiatives for better system monitoring and prompt issue
  detection/remediation.

Candidate Requirements

Experience & Communication

• Experience: 3-5 years of professional experience in application support across multiple
  geographical locations.

• Work Model: Proven experience working in a 24/7 rotational shift model (Mandatory).

• Communication: Exceptional written and oral communication skills for effective
  stakeholder management.
  
  

Technical Proficiencies

• Core Tech: Solid experience with SQL, Linux, and Scripting (Bash, Python, Dockers,
  Kubernetes, for Log analysis & etc.).

• Process Knowledge: Strong understanding of ITIL Processes.

• Methodology: Familiarity with Agile methodologies.

• Analytical Skills: Basic level proficiency in conducting Root Cause Analysis (RCA).