Experience:

- 5 -12 years

Key Responsibilities
- To work as a techno-functional SME to provide technical troubleshooting and product support for customers using our products.
- Take ownership of user problems and be proactive when dealing with user issues.
- Lead day-to-day production support for applications running in GCP, AWS, Azure (or any other cloud service) & Kubernetes environments.
- Monitor application health, respond to incidents, and ensure timely resolution within SLAs.
- Act as the primary escalation point for high-severity incidents and coordinate with engineering and cloud teams.
- Drive root cause analysis (RCA), post-incident reviews, and long-term problem resolution.
- Oversee implementation and maintenance of monitoring, alerting, and logging tools.
- Maintain operational documentation, runbooks, and knowledge base for support teams.
- Implementing automation tools to streamline operations and reduce the frequency of errors.
- Mentor and guide L1/L2 support teams and ensure effective knowledge transfer.

Technical Skills

- Java & Application Layer

Strong knowledge of Java/J2EE applications and microservices architecture

Familiarity with REST APIs

Experience with application performance troubleshooting and profiling
- Kubernetes (K8s)

Understanding of Kubernetes objects: Deployments, Pods, Services, ConfigMaps, Secrets, etc.

Hands-on with kubectl, Kubernetes troubleshooting, and log analysis





- GCP (Google Cloud Platform)

Experience with key GCP services: GKE (Google Kubernetes Engine), Cloud Logging, Cloud Monitoring, Cloud SQL
- Monitoring & Observability

Tools: Datadog or any other similar tool

Proficient in setting up alerts, dashboards, and log aggregation

Root cause analysis from logs and metrics

- Incident & Problem Management

Robust skills in triaging production incidents and leading RCA efforts

Familiar with ITIL practices (especially Incident, Change, Problem Management)

Tools: Jira or any other similar tool

Soft Skills & Leadership

- Team Leadership

Leading L1/L2/L3 support teams

Incident bridge management, escalations handling

Mentoring and upskilling junior team members

2.

Stakeholder

Communication

Effective communication with developers, QA, DevOps, and business stakeholders

Post-incident reporting and communication

3.

Operational

Excellence

SLAs, SLOs, error budgets, service reliability

Defining support processes, runbooks, and knowledge bases

4.

Change

Management

Coordinating deployments, patches, hotfixes

Managing go-live and rollback plans

Nice to Have

Knowledge of SRE practices

Familiarity with security & compliance in cloud environments (e.g., vulnerability scanning, IAM best practices)

Automation using Python, Bash, or other scripting languages

📌 Senior Member of Technical Staff (TM) (Maharashtra)
🏢 EdgeVerve Systems
📍 Maharashtra