- Monitor and maintain the health and performance of the servers & applications
- Respond promptly and effectively to technical issues reported by end users, identifying root causes and implementing solutions.
- Collaborate with the development team to prioritize, diagnose, and resolve incidents, aiming for minimal disruption to operations.
- Participate in an on-call rotation to provide support for critical issues, ensuring timely incident resolution.
- Monitor system alerts and logs to proactively identify potential problems, taking preventive actions when necessary.
- Perform regular system checks, updates, and patches to ensure the application's security and stability.
- Coordinate with internal or external vendors or partners if necessary to address issues related to data feeds we depend on.
- Document incident details, troubleshooting steps, and resolution outcomes for future reference
- Communicate effectively with agents and stakeholders, providing updates on ongoing incidents and issue resolutions
- Contribute to the continuous improvement of the support process by identifying recurring issues and suggesting process enhancements
Preferred candidate profile
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience)
- More than 4 years of experience with AWS Cloud (S3, EC2, Transfer family, Secret Manager,) & on-Premise infrastructure setting (Windows, Linux Redhat,).
- Proven experience in technical support or production support roles in various environments.
- Familiarity with IoT concepts and data streams, with the ability to troubleshoot data Network connectivity issues (TCP DUMP, flow analysis)