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 strong understanding of the functional domain (e.g., Warehouse Management Systems), performance/scalability concepts, and the underlying tech stack. Candidate Requirements Experience & Communication
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Experience:
3-5 years of professional experience in application support across multiple geographical locations.
• Work Model: Proven experience working in a 24/7 rotational shift model (Mandatory).