- Handle and resolve escalated production issues from the support team.
- Troubleshoot customer-facing application issues, payment failures, API errors, and performance problems.
- Investigate incidents and identify the root cause of recurring issues.
- Lead technical discussions during critical outages and coordinate with internal and external teams for resolution.
- Monitor application health using Dynatrace and other monitoring tools.
- Create dashboards, alerts, and reports to improve system visibility.
- Work closely with development, infrastructure, and vendor teams to resolve complex issues.
- Prepare Root Cause Analysis (RCA) reports for major incidents.
- Develop support documentation and operational runbooks.
- Mentor junior support engineers and provide technical guidance.
- Participate in on-call support for critical business-impacting incidents.

Required Skills

- 6-9 years of experience in Production Support, Site Reliability Engineering (SRE), Application Support, or Platform Operations.
- Strong experience with Dynatrace monitoring and troubleshooting.




- Experience supporting web applications, mobile applications, APIs, or digital platforms.
- Knowledge of cloud platforms, preferably Microsoft Azure.
- Experience with payment gateway integrations such as Stripe, Adyen, Worldpay, Fiserv, or Cybersource.
- Understanding of APIs, microservices, and distributed applications.
- Experience with mobile app monitoring tools such as Firebase Crashlytics.
- Ability to analyze logs and troubleshoot application issues.
- Basic coding knowledge in Java, Python, C#, or Node.js.
- Positive communication and stakeholder management skills.

Certifications (Mandatory)

- Azure AZ-104 (Azure Administrator) OR AZ-305 (Azure Solutions Architect)
- ITIL v4 Foundation

Preferred Skills

- Dynatrace Certification
- Experience in Retail, E-commerce, FinTech, or Payment Platforms
- Exposure to Azure DevOps or GitHub Actions
- Knowledge of modern monitoring and observability practices

📌 Digital Services Engineer (Noida)
🏢 NLB Services
📍 Noida