Key Responsibilities

Production Support &

- Incident Management

- Response &
- Resolution Adhere to defined On-call processes and strictly follow Ticket

Resolution SLAs.
- Root Cause Analysis Track and analyze recurring issues and support activities,

collaborating with Production Support Engineers (PSEs) to identify root causes and implement permanent fixes.
- Issue Oversight Oversee the timely response and resolution of all production issues,

prioritizing based on business impact.
- End-to-End Troubleshooting Coordinate and facilitate the troubleshooting and recovery

of complex, end-to-end problems that span multiple teams and technical layers.
- Stakeholder Communication Provide crisp, timely updates to all stakeholders (intra-team

and inter-team) via standups, emails, and meetings.
- Ownership Self-unblock when necessary; for features with widespread impact,

coordinate with stakeholders with minimal supervision. System Monitoring &
- Automation

- Operational Monitoring Ensure monitoring SLAs are met by proactively actioning system

anomalies and alerts.
- Efficiency Drive automation initiatives for better system monitoring and prompt issue

detection/remediation.




- Backlog Management Participate in functional debt backlog grooming and work toward

significant on-call reduction through triaging. Collaboration &
- Domain Expertise

- Cross-functional Engagement Collaborate with Business, Product Management, and

Development teams to drive issues to closure and understand the changing production landscape with recent feature releases.
- Continuous Improvement Drive product and process improvements to reduce response

and resolution times.
- Domain Knowledge Maintain a strong understanding of the functional domain (e.g.,

Warehouse Management Systems), performance/scalability concepts, and the underlying tech stack.

Candidate Requirements

Experience &
- Communication

- Experience 3-5 years of professional experience in application support across multiple

geographical locations.
- Work Model Proven experience working in a 24/7 rotational shift model (Mandatory).
- Communication Exceptional written and oral communication skills for effective

stakeholder management.

📌 Application Support (Bengaluru)
🏢 Virtusa
📍 Bengaluru