Production Support Engineer 1

ESSENTIAL EXPERIENCES:

• Bachelors degree in Computer Science or equivalent technical degree
• 2+ years experience of relevant professional experience with Support to achieve operational excellence
• Understanding of Java based application, SaaS software and administration, including troubleshooting experience with web and mobile based applications
• Python is mandatory for Automation and script writing
• Basic knowledge of DevOps (Git, Jenkins, Docker, Kubernetes and AWS(Ec2,S3,Cloud watch, Load balancer)
• Preferred experience working with web technologies (e.g. JavaScript, React, HTML, CSS)
• Highly technical, good understanding of Postgres, Mongo DB, HTML, Kibana, AWS
• Experience in managing and troubleshooting Linux servers in a production environment
• Excellent knowledge in REST API, Micro services, Kafka
• Experience in Monitoring tools like Prometheus, Grafana, Kibana and Log tools like Loki
• Knowledge of Docker, Kubernetes and Cloud platform is an added advantage
• Good knowledge of any ticketing tools like Jira, Service now etc.
• Good oral and written communication skills
• Good to have L 1 & L2 support knowledge with enhancement of the existing process
• Strong analytical skills
• Ability to prioritize and manage tasks
• Excellent time management and problem-solving skills
• Exceptional customer service skills

KEY RESPONSIBILITIES :

• Answers, evaluates, and prioritizes incoming incident requesting Production Support
• Recognizes problems, conducts research, provide resolutions, and follows up with user as needed, escalating more complex cases to the appropriate team
• Be a subject matter expert for implementing and supporting customers
• Triage product issues, provide workarounds where possible, and identify the root-cause
• Create knowledge articles for internal and external use to foster a positive feedback loop
• Prepares standard statistical reports, such as help desk incident reports
• Provide on-call support for rotations and escalations
• Collaborate with our Engineering team to resolve any issues that arise
• Identify, recommend, and implement solutions that can improve the service
• Required to work in a 18/7 shift pattern on a rotational schedule as well as covering weekends/public holiday