Job Responsibilities
- Monitor the critical applications and proactively notify whenever there is any deviation , to name a few like Kibana, Crashlytics, APM, Cloudwatch, etc.
- Open and track tickets through resolution and give summary reports to customers.
- Diagnose software, hardware, networking and systems failures.
- Execute resolutions to problems and follow standard practices.
- Determine, record and work with team to revise current procedures to enhance customer satisfaction.
- Develop troubleshooting tips and tools to use in diagnosis.
- Develop best practices and guidelines for technical support.
- Efficient handling of on-ground incidents.
- Review Meeting with Internal & External stakeholders (weekly / Monthly).
- Following defined escalation path when needed.
- Re-routing misdirected incidents that have not been handled in a timely manner.
- Service Improvement Plans for Technology.
- Work with Incident Resolution Team and respective SDMs / IT SPOCs for faster restoration of services.
- Communicating across organizational boundaries – from engineers through to senior managers.
- Adhering to defined internal & external SLAs
- Flexible to work in rotational shifts*
Skills
- Ability to think logically
- Problem solving skills
- Basic knowledge of ITIL framework
- Basic knowledge on Agile methodology
- Networking Knowledge
- Basic knowledge on API and IOT
- Basic Knowledge on Atlassian Suite
- Communication and Stakeholder Management
- Handson experience in Kibana, Firebase, APM, Grafana
- Knowledge of OS Linux
