Job Overview:
Key Responsibilities:
Incident Management & Issue Resolution:
Provide timely resolution of production issues reported by field agents, operational teams, or other stakeholders related to the field force platform.
Collaborate with development, infrastructure, and QA teams to identify root causes and implement fixes or workarounds.
System Monitoring & Performance Optimization:
Proactively identify performance bottlenecks or capacity issues and coordinate with the relevant teams for resolution.
Use monitoring tools (e.g., Splunk, New Relic, etc.) to track system logs, error logs, and performance metrics.

Release Management And Application Maintenance:
Assist with the deployment of software updates, patches, and new releases for the field force platform.
Ensure the production environment is reliable and that any changes to the system are implemented smoothly with mínimal disruption to operations.
Collaborate with development teams during new feature releases to ensure they meet production requirements and quality standards.

Collaboration with Cross functional Teams:




Work closely with product managers, solution architects, developers, and business analysts to understand new features or changes and assess their impact on production.
Support customer support teams with escalated technical issues.

Problem Management & Root Cause Analysis:
Conduct root cause analysis (RCA) for recurring or critical production incidents and recommend solutions to prevent future occurrences.
Document production incidents, issues, and solutions in a detailed manner for future reference and continuous improvement.

User Support & Troubleshooting:
Investigate user-reported issues and provide guidance on troubleshooting and resolution.
Documentation & Knowledge Sharing:
Maintain detailed documentation of production issues, resolution steps, and preventative measures.
Create and update operational runbooks, FAQs, and knowledge base articles to aid in resolving common production suppo

📌 Application Support (Gurugram)
🏢 Virtusa
📍 Gurugram