Key Responsibilities
Triage, diagnose, and resolve production issues within SLA targets using logs, monitoring/APM tools, and codebase knowledge
Perform root-cause analysis (RCA) on recurring or high-severity incidents and document findings for the team
Participate in on-call rotation for production incident response, including P1/P2 escalations
Communicate incident status, impact, and resolution clearly to technical and non-technical stakeholders
Maintain and improve runbooks, troubleshooting guides, and knowledge base articles
Partner with Software Engineers and Business Stakeholders to reproduce, isolate, and hand off defects requiring code changes, with clear reproduction steps and context
Use AI-assisted tools for log triage, anomaly detection, and ticket summarization to accelerate diagnosis and reduce time-to-resolution
Query and troubleshoot data issues across relational and NoSQL data stores as part of incident investigation
Participate in Agile Scrum ceremonies (stand-ups, refinement, planning, retrospectives)
to align with development teams on recurring issues and fixes
Core Technical Skills (Software Engineering Foundation)
Knowledge and working experience with Java 17-21 / Spring Boot 3.x application
Understanding of object-oriented principles and design patterns
Experience with REST API
Knowledge of cloud services, predominantly AWS
Experience of working with microservices
SQL and experience with relational databases
Experience with version control systems (Git) and CI/CD processes
Support-Specific Skills
Experience with observability/monitoring tools (e.g., logging platforms, APM, dashboards)
Ticketing/incident management systems (e.g., Jira Service Management, ServiceNow)
Solid written and verbal communication — able to translate technical issues for non-technical audiences
Composure and clear thinking under time pressure during P1/P2 incidents
Customer empathy and de-escalation skills
Ability to read and navigate an unfamili
📌 Associate Architect (Pune)
🏢 Virtusa
📍 Pune