You will be primarily responsible for the uptime of our products & platform. You will be troubleshooting and identifying the root cause of issues, in case of any down time. The ideal candidate needs to have strong hands-on experience in production support & integrations.
Provide world class 24x7 support, including on call rotation, extensive troubleshooting tasks, with responsibilities covering multiple product lines.
Become an SME in application support including the associated code and assist the team to resolve complex issues including bug fixes.
Drive incident, problem management and root cause analysis within the defined SLAs.
Develop, monitor and respond to all alerts for production systems.
Develop troubleshooting documentation for production support resources.
Ability to work independently to resolve technical & infrastructure issues reported by customers and internal teams.
Work with customer support teams on sales, implementation, customer support & on-boarding tasks.
Create documentation on application workflow, common troubleshooting, debugging steps, best practices and deliver trainings to other engineers in the team.
Mentor, coach and assist juniors in the team, be a role model.
Partner with development teams to resolve complex issues.
4 to 6 years of experience in development/production support experience.
Strong working experience in New Relic, Signal FX, Data Dog & Cloud Watch
Experience in creating/supporting Restful APIs
Excellent written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
Experience in follow-the-sun support model.
Self-motivated, independent, and high-performance individual, with ability to learn new technologies and become productive extremely fast.
Experience participating in 24x7 on-call rotations.
Willingness to work in different shift timings.
Experience (Nice to have)
Good knowledge on unified log management systems like log entries, log stash, sumo logic & grey log.
Programming experience in Ruby on Rails, GoLang or Java is a plus.
Experience leading a small team
AWS/Azure or any cloud infrastructure working experience.
Educational Qualification: Graduate with B.E/M.Tech/B.Tech/MSc or MCA background
This job was posted by Suchetha from Headrun Technologies.