Production Support Engineer

Position Specific Requirements

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

Monitoring and Handling of the slack Datadog alerts

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

Position Specific Skills

2+ years of experience in Level 2 Application (mobile & web)  support

Expertise in application and backend issue triage & analysis. Should have analyzed failures, error logs, done basic analysis, gather inputs and coordinate with Level 3

Knowledge on cloud monitoring tools such as AWS CloudWatch, Datadog , ELK

Hands on experience in Application monitoring, Incident management, SLAs & Escalations

Proven experience in using any major ITSM tools (JIRA preferred)

Hands on experience with good command on Database (SQL & NO SQL )  handling

Good command in Microsoft Office suite

Strong analytical and problem-solving skills

Willing to work in rotational based 24X7 multiple Shifts

Good to have skills:

Experience in handling Apple app-store and Google Play store

Knowledge about source code version control, DB Optimization.

Experience in Change Management Process

Connected car feature understanding

QA Testing of Web or Mobile apps