Job Requirements

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 current feature releases.
Continuous Improvement: Drive product and process improvements to reduce response

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

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

Work Experience

2-5Years

📌 Technical Support Engineer Bengaluru
🏢 Virtusa
📍 Bengaluru