Overview
We are looking for a highly experienced technical leader to take ownership of the stability, performance, and operational excellence of a large-scale Order-to-Activation ecosystem. This role combines deep application support expertise with engineering leadership, focusing on production reliability, incident management, root cause analysis, automation, and continuous service improvement.
You will act as the highest level technical escalation point for complex production issues while working closely with software engineering, product, infrastructure, and operations teams to improve platform reliability and reduce operational risk.
Key Responsibilities
Production Incident Management
- Lead the resolution of critical production incidents impacting customer order processing and service activation.
- Coordinate cross-functional technical teams during major outages and service degradation events.
- Manage incident communications, stakeholder updates, and post-incident reviews.
- Establish best practices for incident response and operational readiness.
Root Cause Analysis & Problem Resolution
- Investigate recurring application, integration, and data-related issues across distributed systems.
- Analyze logs, APIs, databases, messaging systems, and microservices to identify underlying causes.
- Drive permanent corrective actions and collaborate with development teams on long-term fixes.
- Monitor trends and identify opportunities to eliminate recurring incidents.
Operational Excellence
- Improve platform reliability, scalability, and supportability through continuous process enhancement.
- Define operational KPIs and implement measures to improve service quality.
- Design monitoring and observability solutions to proactively identify issues before customer impact occurs.
- Develop operational procedures, knowledge articles, runbooks, and troubleshooting guides.
Automation & Engineering Improvement
- Build and enhance automation tools that reduce manual effort
📌 Production Support Engineer (India)
🏢 Huxley
📍 India