- Own the resolution of mission-critical production issues.
- Serve as the Subject Matter Expert (SME) for production systems and integrations.
- Lead and mentor L1/L2 engineers on troubleshooting best practices.
- Assist in configuring and deploying patches, releases, and application updates to production environments.
System Improvement & Architecture
- Lead RCA (Root Cause Analysis) reviews and drive systemic improvements in architecture and processes.
- Identify performance bottlenecks and propose architectural changes.
- Collaborate with Delivery, Product, and Engineering teams to influence system design and rollout strategies.
Development & Automation
- Write clean and maintainable code to support internal tools and scripts, primarily using Python and Django.
- Review and validate patch fixes, internal tooling scripts, and support automation code contributed by L1/L2 engineers.
- Automate recovery workflows and design support tools for proactive monitoring.
Operational Excellence
- Establish and improve SLAs, dashboards, alerting systems, and operational runbooks.
- Ensure quality, stability, and adherence to best practices in support automation and internal tooling.
📌 Gen AI Support Engineer-2 (Bengaluru)
🏢 Exotel
📍 Bengaluru
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