Production Support Engineer

Purpose of the Role

Responsible for troubleshooting and monitoring the rollouts of all Yum Platforms services and products. This role will help ensure that our systems are healthy and will proactively manage communication with multiple internal and external stakeholder groups when problems are detected. This role will also create/define metrics, understand incident management end to end process and know how to analyze the business metrics based on the brands to determine business continuity.

• Leverage tools for observability and proactive monitoring

  and

  improve alerting mechanisms

  to ensure the health and performance of restaurant technology service and minimize system downtime and enhance user experience.

• Respond promptly to alerts

  , opening incident and support tickets as part of a rigorous incident management process. You will also need to coordinate with other teams and stakeholders across different time zones and regions to proactively address potential issues and expedite resolution.

• Manage case and incident workflows

  to resolve issues efficiently and minimize impact on services.

  Conduct root cause analysis

  and impact assessments to prevent future incidents.

  Develop new production runbooks

  to provide clear resolution steps for common issues.

Mandatory Skills

• Minimum 4 - 6 years

  of experience in a production support role with customer interaction management.
• Experience in ticket tracking tools such as Service Now and Jira.
• Hands on exposure on observability tools like

  Datadog

  or similar platforms.

• Exceptional communication skills

  , both written and verbal, with strong problem-solving and analytical capabilities.