Job Requirements

Key Responsibilities

- Team &
- Shift Leadership: Manage a 24/7/365 structured support team, overseeing

Shift Leads and guiding L0/L1 engineers through complex ticket triage, SOP verification, and script execution. Ensure mandatory shift handovers are executed flawlessly to preserve incident context.
- Application Stability &
- RCA: Serve as the ultimate escalation point for application-

specific stability issues across various systems, driving deep-dive Root Cause Analysis (RCA).
- Incident &
- War Room Management: Act as the primary liaison with enterprise Major

Incident Management (MIM) and Level 2 Product Support Engineering (PSE) teams during critical P0/P1 infrastructure outages and War Room activations.
- SLA Governance: Ensure strict adherence to aggressive SLAs, driving a First Call

Resolution (FCR), Customer Satisfaction (CSAT), and Sev 1 response times.
- Agentic AI Collaboration (Maker-Checker): Collaborate with Virtusa's dedicated

GenAI Engineering Pod. Act as the human-in-the-loop validator to review, approve, and authorize machine-executable scripts generated by the AI (Knowledge Scripting Service)



before they are deployed to production.
- Continuous Improvement: Identify toil, high-frequency manual tasks , and

undocumented "tribal knowledge" to feed into the AI transition pipeline for future automation. Must-Have Skills

- Operational Leadership: 7+ years of experience leading shift-based IT operations,

L0/L1 support teams, and incident management.
- Domain Expertise: Deep understanding of logistics, warehousing, supply chain, and e-

commerce delivery applications.
- Core Technical Stack: Hands-on proficiency in basic API execution, SQL, MySQL, and

Oracle.
- Scripting Knowledge: Ability to read, understand, and troubleshoot scripts written in

Ruby, Python, Linux, and Shell Scripting.
- Observability &
- Telemetry: Experience utilizing centralized monitoring, log analysis,

and APM tools such as Splunk, Grafana, and Cosmos.
- ITSM Proficiency: Robust expertise navigating complex ticketing and workflow routing in

enterprise ITSM platforms like BMC Remedy and ServiceNow.

Work Experience

7-10Years

📌 Senior Software Engineer (Bengaluru)
🏢 Virtusa
📍 Bengaluru