Job Description

Experience:
- 5 -12 years

Key Responsibilities
• To work as a techno-functional SME to provide technical troubleshooting and product support for customers using our products.
• Take ownership of user problems and be proactive when dealing with user issues.
• Lead day-to-day production support for applications running in GCP, AWS, Azure (or any other cloud service) & Kubernetes environments.
• Monitor application health, respond to incidents, and ensure timely resolution within SLAs.
• Act as the primary escalation point for high-severity incidents and coordinate with engineering and cloud teams.
• Drive root cause analysis (RCA), post-incident reviews, and long-term problem resolution.
• Oversee implementation and maintenance of monitoring, alerting, and logging tools.
• Maintain operational documentation, runbooks, and knowledge base for support teams.
• Implementing automation tools to streamline operations and reduce the frequency of errors.
• Mentor and guide L1/L2 support teams and ensure effective knowledge transfer. Technical Skills 1. Java & Application Layer Robust knowledge of Java/J2EE applications and microservices architecture Familiarity with REST APIs Experience with application performance troubleshooting and profiling 2. Kubernetes (K8s) Understanding of Kubernetes objects: Deployments, Pods, Services, ConfigMaps, Secrets, etc. Hands-on with kubectl,



Kubernetes troubleshooting, and log analysis 3. GCP (Google Cloud Platform) Experience with key GCP services: GKE (Google Kubernetes Engine), Cloud Logging, Cloud Monitoring, Cloud SQL 5. Monitoring & Observability Tools: Datadog or any other similar tool Proficient in setting up alerts, dashboards, and log aggregation Root cause analysis from logs and metrics 6. Incident & Problem Management Strong skills in triaging production incidents and leading RCA efforts Familiar with ITIL practices (especially Incident, Change, Problem Management) Tools: Jira or any other similar tool Soft Skills & Leadership 1. Team Leadership Leading L1/L2/L3 support teams Incident bridge management, escalations handling Mentoring and upskilling junior team members 2. Stakeholder Communication Effective communication with developers, QA, DevOps, and business stakeholders Post-incident reporting and communication 3. Operational Excellence SLAs, SLOs, error budgets, service reliability Defining support processes, runbooks, and knowledge bases 4. Change Management Coordinating deployments, patches, hotfixes Managing go-live and rollback plans Nice to Have: Knowledge of SRE practices Familiarity with security & compliance in cloud environments (e.g., vulnerability scanning, IAM best practices) Automation using Python, Bash, or other scripting languages

📌 Senior Member of Technical Staff (India)
🏢 EdgeVerve Systems
📍 India