What are we looking for A System & Application support engineer with production support experience, handling an ecosystem containing Mobile App/Web App with application layer/business logic/data hosted in cloud infra. This role will provide Regular/advanced operations support, contribute to existing system improvements, and work directly with enterprise customers to provide excellent customer service.
Must have skills:
3 To 6 years of experience in Level 2 Application (mobile & web) support
Knowledge on cloud monitoring tools such as AWS CloudWatch, Datadog , ELK
Debugging log analysis data validation skills to isolate issues
Knowledge of AWS Services
Hands on experience in Application monitoring, Incident management, SLAs & Escalations
Proven experience in using any major ITSM tools (JIRA preferred)
Hands on experience with positive command on Database (SQL & NO SQL ) handling
Good command in Microsoft Office suite
Robust analytical and problem-solving skills
Willing to work in rotational based 24X7 Shifts
Valuable to have skills:
Automotive Connected Car eco system knowledge
Experience in Change Management Process
Connected car feature understanding
QA Testing of Web or Mobile apps
What will be the roles and responsibilities
Incident handling, Issue analysis, Investigate & Gather necessary data/insights
Incident escalation based on workflows
In case of priority incidents , bridge the calls with multiple stakeholders and ensure resolution stakeholder is identified and assigned to incident
Monitoring Dashboard of cloud applications
Monitoring and acting based on the auto-alerts generated from system using runbooks
Report creation and publishing to required stake holders
Coordinating with multiple stakeholders across different geographies to ensure the ticket closure
Execute sanity check for the application (iOS, Android) as & when required
Responsible for maintaining the procedures/run books, workflows, work instructions used by the ops team
Fulfil any ad-hoc data or report request queries from different functional groups