Shift / On-call: 24x7 operations with rotational shifts including weekend & on-call

Role Summary:

Provide L1.5/L2-style triage for production issues from monitoring alerts and end-user reports. Perform initial application troubleshooting using Logic Monitor, AppDynamics, Azure Application Insights, logs, and basic Azure checks, manage Major Incidents and escalations with robust technical context, maintain high-quality documentation/runbooks, and uplift reliability through SRE-aligned practices (SLIs/SLOs, alert quality).

Key Responsibilities:

- Own ticket lifecycle: create, investigate, update, resolve incidents/service requests using runbooks, ensure SLA compliance.
- Identify potential Major Incidents, trigger escalation, join bridges, and provide structured updates (impact, scope, findings, next actions).
- Perform initial application/API troubleshooting beyond basic checks: error/latency analysis, dependency triage, log-based diagnosis.
- Use AppDynamics and Azure App Insights to analyze performance and availability
- Maintain detailed work logs, update/create runbooks/KB articles, propose alert tuning and monitoring improvements.
- Support change/maintenance windows (alert suppression/reactivation) and validate pre/post health.

Must-Have

- Experience: 6-7+ years in NOC/Production Support/Application Support/Operations.
- Azure Application Insights hands-on (failures/performance/dependencies,



basic query capability preferred).
- Strong SRE fundamentals: SLIs/SLOs/SLAs, alert noise reduction, runbook-driven operations, error budget, RCA, automation etc .
- Incident & Escalation Management: strong ownership, prioritization, SLA discipline, high-quality ticket notes.
- Major Incident Handling: bridge participation, stakeholder communication, structured incident updates.
- Application Troubleshooting: HTTP basics, identifying app vs dependency vs infra symptoms.
- Good understanding of Kubernetes monitoring and alerting configuration.
- Log Analysis: time correlation, error pattern analysis, evidence collection for escalations.
- APM/Observability: hands-on with AppDynamics for triage (transactions, errors, latency, dashboards).
- ITIL Awareness: Understanding of Incident/Major Incident/Change processes, Problem Management understanding
- Communication & Documentation: runbooks/KB creation and clear written/verbal communication.

Good-to-Have

Azure fundamentals for triage (Azure Monitor/Log Analytics, resource/service health signals).

Exposure to APM tool

Certifications (Good-to-Have)

ITIL Foundation (preferred)

Cloud: Azure Fundamentals (AZ-900) or higher (AZ-104 a plus)

APM/Observability: AppDynamics and/or Dynatrace certifications (or equivalent observability certs)

📌 Senior Staff Engineer - IT (Uttar Pradesh)
🏢 R1 RCM
📍 Uttar Pradesh